The Supv, Production Support will provide leadership, vision, and direction for application and product support, ensuring support of company's objectives and requirements.
Monitors user requests and system issues. Serves as support in responding to and diagnosing production support problems. Interacts effectively with internal customers and appropriate system vendors to conduct necessary research to resolve issues. Ensures documentation standards and procedures for operations are in place. Actively seeks and evaluates opportunities for process improvement. Provides system maintenance and support for desktop/laptop computer systems, NT LAN, AS/400 WAN, PBX and other systems as required. Creates reports and provides a means to verify the integrity of existing infrastructure. May work on-call to support emergencies.
Manages all activities, team members (located in both Herndon and Chesapeake locations) and technical issues associated with providing technical service to customers by identifying, prioritizing and confirming resolution of reported problems.
Ensures all phases of application support including installation, upgrade, software, hardware, operating system and operating systems configuration issues are properly coordinated, monitored, tracked and resolved.
Determines user application support needs, develops application support standards and designs a support plan for multi-vendor platform solutions.
Develops and implements technical service restoration and troubleshooting procedures for identifying, testing and diagnosing systems and solution faults.
Supports ongoing training of application support personnel to ensure their proficiency meets standards for support of all systems and solutions.
May manage training programs designed to educate an organizations users about applications
Manages and develops all user satisfaction methodologies to evaluate services rendered to system users; establishes processes to monitor performance of support personnel, reviewing response times, problem logs, trends and problem reporting.
Evaluates and recommends changes to support procedures as part of an ongoing assessment of daily operations; recommends hardware/software enhancements to increase productivity.
M-F 8-5pm, may work on-call to support emergencies
Bachelor's Degree in Information Technology/Management Information Systems or equivalent work experience required.
Must have a minimum of 3-5 years of job related experience in an IT management role or equivalent leadership experience.
Excellent leadership skills required.
Excellent verbal and written communication skills required.
Excellent customer service and people skills required.
Ability to deal with all levels of the organization and translate complicated information into clearly understood terms.
Experience in telecommunications industry preferred.
Ability to anticipate and identify problems and analyze strategic issues.
Demonstrated ability to influence decisions in areas outside of direct control through collaboration and teamwork.
Highly developed ability to manage multiple projects and balance priorities.
Strong analytical and creative problem solving skills.
Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.
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www.cox.com, www.coxmedia.com, www.coxbusiness.com.
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Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.
CareerConnection - 22 months ago