Network Operations Manager
The Goal,Inc. - Herndon, VA

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Position Description

This position is the head of the Network Operations organization within a major Telecom company. The Network Operations organization directly works with customers, engineering staff, 3rd party vendors and other internal and external organizations to manage customer interaction, monitor network and provide service and performance assurance. Primary objective is to ensure our customer’s network operates efficiently without issues and interruptions. The candidate will be responsible for management of support organization, implementation of workflow system, and a broad range of contractual commitments for KPIs and SLAs. Candidate will be responsible for coordination of customer network through all phases of network deployment, migration, and commercial operation. They will have full responsibility for a 24x7 support organization for mobile voice and data services in wireless operator’s network.

Responsibilities

Overseeing and managing all aspects of

Tier 1 and 2 product support

Technical assistance center

Training

Service assurance

Performance assurance reports, tools and scripts

Network availability and reliability reports

24/7 support

Product warranty maintenance

Develop and implement necessary processes, procedures and audits to meet goals that will balance company's processes with customer requirements and contractual obligations

Customer relations management

Managing projects to meet budget, quality and schedule expectations

Estimating budgets, resources and projects

Manage requests and escalations from customer for service assurance

Responds to all incidents and tickets with work arounds, RCAs, and plans of action

Provide notifications to internal teams and escalate as necessary to Tier 3 team

Provides improvement suggestions for products and also additional revenue opportunities

Manage and coordinate third party vendors

Skillsets

MS/BS EE or CS with minimum of 15 years of experience in wireless/wireline infrastructure is required

Development background is a plus

Excellent verbal and written communication, interpersonal, organizational and presentation skills

Strong leader adept at motivating teams to surpass customer expectations and flexible to address changing internal environment

Previous end to end process improvement experience to drive process development and standardization across projects

Excellent problem solving skills

Ability to excel in fast paced environment

Experience with wireless networks for voice and data

Provide critical feedback and assessment of employee’s performance

Experience in managing offshore support operations preferred

Excellent planning and management skills

The Goal,Inc. - 18 months ago - save job - block
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