Senior Operations Technician

Senior Operations Technician

Verra Mobility is seeking a Senior Operations Technician to join our Verra Command Center (VCC) team. This is a remote position responsible for the technical support and oversight of roadside monitoring and enforcement systems across the United States and Canada. The VCC operates 24/7 to ensure our government clients' enforcement sites are fully operational.

About the Role

As a Senior Operations Technician, you will be a key member of our Regional Operations team, providing remote troubleshooting, monitoring, and ensuring the uptime of devices managed by the VCC. You will play a crucial role in keeping our clients' roadside network devices online and operating efficiently. This senior-level position requires a deep understanding of operations, with specialization in areas such as product lines, network operations, or client excellence. Senior technicians are expected to proactively identify issues, solve complex and undefined technical problems, and serve as leaders within our dynamic response team. Your responsibilities will adapt to the evolving needs of the unit or area you are assigned to.

Key Responsibilities

• Proactively identify, understand, and resolve operational issues.
• Contribute to team and company objectives, ensuring compliance with policies and regulatory requirements.
• Maintain accurate and detailed records of account documentation.
• Communicate effectively with advisors to resolve discrepancies.
• Collaborate with VCC Support teams (Managers, Supervisors, Technicians) on daily activities, including remote technical support, downtime reporting, and equipment tracking.
• Meticulously maintain VCC documentation and databases.
• Work all shifts in a 24/7/365 environment, including rotating on-call coverage.
• Review images and video from Red-Light Camera locations to ensure proper equipment function and image quality.
• Thrive in a fast-paced operational environment.
• Work independently with minimal supervision.
• Manage multiple tasks, including ticket administration, communications, and follow-up activities, ensuring timely completion.
• Participate in on-the-job training and learn new technologies.
• Engage in planning sessions, daily stand-ups, and backlog grooming.
• Identify opportunities for service offering improvements.
• Adhere to customer-specific procedures, Service Level Agreements (SLAs), and team Key Performance Indicators (KPIs).
• Provide expert work order management, including driving, following up on, and closing assigned trouble tickets.

Requirements

• Bachelor's or Associate's degree in Information Technology, Computer Science, or a closely related field, OR a minimum of five (5) years of experience in Operations or Remote Troubleshooting. Equivalent combinations of experience and education will be considered.
• Demonstrated knowledge of Verra Mobility Roadside Products and a thorough understanding of the technical complexities of one or more product lines.
• Proven knowledge of computing and data troubleshooting.
• Proven knowledge of network and remote system troubleshooting.
• Proven knowledge of data management and information technologies.
• Experience accurately and reliably interpreting data to determine appropriate actions.
• Experience managing multiple priorities effectively.
• Successful completion of the Nlets fingerprinting background assessment.

Preferred Qualifications:

• Agile Scrum Certification (Scrum Master, Product Owner, or Scrum Fundamentals).
• Experience with scripting or programming languages such as PowerShell, Visual Basic, or Python.
• Advanced skills and experience with Microsoft Suite (Word, Excel, PowerPoint) and additional applications like Power BI Pro, Visio, and Outlook.

Verra Mobility Values

We are looking for candidates who align with our core values:

• Own It: Focus on high performance, drive breakthrough outcomes, ensure accountability, optimize work, and cultivate innovation.
• Do What’s Right: Champion integrity, model ethical behavior, and demonstrate good judgment.
• Choose Courage Over Comfort: Address issues early, challenge assumptions, and prioritize progress.
• Win Together: Collaborate, value differences, think globally, foster an engaging environment, and develop others.

Verra Mobility is an Equal Opportunity Employer.