Posting Job Title: Manager, Application Support
Requisition #: 146927BR
Posting Location: Charlotte, NC, US
Area of Interest: Engineering/Technical Operations
Position Type: Full Time
Posting Job Description
The Time Warner Cable Charlotte location currently seeks a Manager for our Applications Center of Excellence Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
The Manager of Application Support leads a team of highly skilled engineering resources in a fast paced, high tech environment. This position will manage this team to provide Tier 2 and Tier 3 support for the resolution of outages and service impairments in a 24x7x365 operation for the assigned shift. This position will support the X shift operating between the hours of Y and Z, .
Essential Job Functions:
Responsible for service operations and trouble management of Time Warner Cable Applications.
Provides timely resolution of service and system outages and/or impairment across entire TWC footprint.
Provides escalation to other TWC subject matter experts (SME) and vendor support groups as required to insure timely resolution of issues.
Utilizes key relationships with other engineering departments, operational groups and TWC Executive tiers as required to fulfill objectives and responsibilities.
Works particularly closely with NOC, Engineering Operations and Content Operations teams to develop efficient best practices for service trouble management.
Frequently leads staff, other TWC groups and vendors to resolve issues as an escalation point for chronic and high severity events. Ability to prioritize and organize effectively.
Maintains consistent, clear and accurate updates on trouble status, customer/business impact, restoration activities and expected resolution projections.
Acts as a resource for technical and workflow issues.
Mentors, recruits, and guides local and remote staff, ensuring access to ongoing training programs, policies, operational procedures and guiding them in building their technical and communications skills.
Accountable for assisting with the preparation and management of expense budget for staff of highly skilled engineers including training, tools and travel.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
Other duties and responsibilities as assigned.
Must possess strong working knowledge of Unix based client/server systems and applications.
Strong technical knowledge of cable industry applications and services is highly desired.
5 to10 years experience with the operation and engineering of service provider applications.
Solid project management skills. Ability to manage and track multiple tasks simultaneously
Good written and verbal communications skills. Ability to explain complex technical information to non-technical entities in "plain language".
Proven management and leadership skills.
Consistent exercise of independent judgment and discretion in matters
Strong conceptual Thinking - ability to draw from experience and theory; be action oriented and ability to keep the customer the primary focus.
Ability to manage direct reports in remote locations
Understanding of the concepts and integration of Video on Demand (VOD) systems into the network
Understanding of system controllers (DNCS & DACs)
Education and Experience:
Bachelor's degree (B. A.) from four-year college or university; or equivalent training, education and experience.
Yes Travel % 10
Manager: Delegates authority to carry out work of a unit to subordinate supervisors or managers
The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-Sitting for long periods of time throughout the work day.
-Use of mouse, and reading on a computer continuously throughout the work day.
-Communicating by telephone frequently throughout the work day.
-Visually able to use a computer continuously throughout the work day.
-Lifting and handling of equipment during installation/removal
-Installing/removing cabling within an equipment site as required to perform duties
FCC Unit_TWC: HQ452
Controlling Establishment ID: 00237 - Charlotte 7910 Crescent Exec
More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most – at work and at home.
Time Warner Cable is an Equal Opportunity Employer M/F/D/V.
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