About Forged Fiber

At Forged Fiber, our mission is bold but simple: deliver fast, reliable, future-proof connectivity that builds the foundation for everything online. As we execute, we believe the right way to do something is the only way. This foundation guides how the company builds, operates, and maintains a state-of-the-art open-access fiber network platform that empowers millions.

Forged Fiber is about more than building a network. It is about people. Every role matters. Every contribution counts. Together, employees create impact through teamwork, trust, and a shared commitment to excellence.

Position Summary

The Field Operations Support – Quality Assurance is responsible for ensuring solutions are operationally ready before release and remain stable, reliable, and supported after deployment. This role serves as the primary owner for User Acceptance Testing (UAT), operational shakeout activities, incident management, release readiness, and continuous improvement efforts across the Field Operations technology portfolio.

The position partners closely with Product Owners, Solution Product Leads, Development Engineers, Operations, and business stakeholders to ensure solutions meet business requirements, support real-world operational workflows, and deliver a high-quality user experience. The role focuses on preventing issues before deployment, accelerating issue resolution after release, and identifying opportunities to improve long-term platform stability.

Key Responsibilities

Quality Assurance & User Acceptance Testing

• Own end-to-end UAT and operational shakeout strategies for new capabilities, enhancements, and releases.
• Develop and maintain test plans, test cases, test scripts, and validation criteria.
• Ensure testing reflects real-world operational workflows, edge cases, exception handling, and field scenarios.
• Coordinate testing activities across business, operations, product, and technology teams.
• Validate acceptance criteria and ensure requirements are fully met before deployment.
• Track testing results, risks, and open issues through resolution.

 Release Readiness & Deployment Support

• Define and maintain release readiness standards and exit criteria.
• Assess deployment risks and provide go/no-go recommendations for production releases.
• Coordinate release validation activities and post-deployment shakeout testing.
• Ensure known defects, workarounds, and mitigation plans are documented and communicated.
• Partner with Product and Engineering teams to support successful deployment outcomes.

 Incident & Problem Management

• Serve as a primary point of coordination for ServiceNow incidents, tasks, and operational support requests.
• Triage, prioritize, and route issues based on business impact and urgency.
• Manage incidents through the full lifecycle from identification through closure.
• Ensure service level agreements (SLAs) are met and stakeholders remain informed throughout resolution activities.
• Coordinate cross-functional teams to drive rapid issue resolution and recovery.

 Stability & Continuous Improvement

• Perform root cause analysis for recurring incidents, defects, and operational disruptions.
• Identify trends and systemic issues impacting user experience, operational efficiency, or platform stability.
• Develop preventative measures and process improvements to reduce repeat incidents.
• Partner with Product Owners and Solution Product Leads to prioritize quality, stability, and technical debt initiatives.
• Monitor solution health and recommend improvements based on operational performance data.

 Knowledge Management & Operational Readiness

• Create and maintain runbooks, support documentation, known issue logs, and knowledge articles.
• Ensure support teams have the tools, documentation, and training required to effectively support releases.
• Improve operational processes and support models to reduce resolution time and increase user satisfaction.
• Promote best practices for testing, incident management, and operational excellence.

Primary Deliverables

• UAT strategies, test plans, test cases, and validation documentation.
• Release readiness assessments and go/no-go recommendations.
• Defect, incident, and problem management reporting.
• Root cause analyses and corrective action plans.
• Operational runbooks, support documentation, and knowledge articles.
• Release shakeout reports and post-release stability assessments.
• Quality and stability metrics, trends, and improvement recommendations.
• Backlog recommendations focused on quality, reliability, and operational efficiency.

Success Measures

• High-quality releases with minimal production defects.
• Reduction in recurring incidents and operational disruptions.
• Faster incident resolution and SLA compliance.
• Improved user adoption and operational satisfaction.
• Effective release readiness governance and risk management.
• Increased platform stability, reliability, and operational performance.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges:

$96,000 - $120,000

Forged Fiber offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

 What to Expect Next

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements.

Forged Fiber 37 Services, LLC participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the United States. Employers can only use E‑Verify once you have accepted a job offer and completed the Form I‑9.

Equal Employment Opportunities

It is the policy of Forged Fiber to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.   We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. In addition, Forged Fiber will provide reasonable accommodation for qualified individuals with disabilities and is a fair employer and does not initiate a background check until after an offer is made.

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