Outage Operations Specialist

Outage Operations Specialist | Ripple Fiber

We are looking for an Outage Operations Specialist to join our growing team in Charlotte, NC.

At Ripple Fiber, we deliver more than high-speed internet. We’re creating a ripple effect by producing opportunities and brighter futures for the residents of the communities we serve. Join America’s most innovative, industry-leading fiber internet company, and help shape the future.

We believe the biggest wave starts as a ripple.

We are a dynamic, fast-growing, and innovative company driven by ambitious self-starters with entrepreneurial mindsets. Our fast-paced environment fosters creativity, collaboration, and initiative. We are people-centric, placing strong emphasis on employee experience, career growth, and professional development.

The Outage Operations Specialist will report directly to the Network Operations Director and serve as the central point of coordination for all network outage events. This role is responsible for end-to-end outage lifecycle management—from initial detection through to permanent resolution—ensuring timely updates, accountability, and customer advocacy throughout the process.

• Monitor and track network outages from initiation to full resolution.
• Manage internal and external teams to drive successful resolution to Customer Issues.
• Collect, validate, and maintain accurate outage data in real-time.
• Drive field teams and internal stakeholders to provide timely updates and execute next steps.
• Act as the customer advocate by pushing for rapid resolution and clear communication.
• Conduct root cause analysis (RCA) for each outage and ensure documentation is complete and accurate.
• Collaborate with billing and finance teams to ensure proper reimbursements and restoration credits are processed.
• Identify trends and recurring issues to support continuous improvement efforts.
• Prepare and present outage reports and performance metrics to leadership.

• 3+ years of experience in network operations, service delivery, or incident management.
• Strong analytical and problem-solving skills with a focus on root cause analysis.
• Excellent communication and coordination skills across technical and non-technical teams.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with outage tracking systems, ticketing tools, and reporting platforms.
• Customer-first mindset with a sense of urgency and accountability.

We offer competitive pay, comprehensive health benefits, 401(k) with company match, and a supportive work environment where innovation and teamwork thrive. If you’re passionate about making a difference and being part of a community-focused company, Ripple Fiber is the place for you.

Ripple Fiber is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Ripple Fiber is committed to providing veteran employment opportunities to our service men and women.