Vacancy expired!
- Leads the Service Operations (ITIL) functions across the team including service management, change management, incident management, root cause analysis, release management, deployment management, configuration management, etc.
- Manage a team of multiple disciplined leaders and engineers primarily skilled in Route/Switch and Optical Networks. The team will be required to create, review, update, and follow best practices (quick reference guides) when it comes to our service operations functions.
- Actively and consistently supports all efforts to simplify and enhance the customer experience.
- Track the organizations key metrics (KPIs) and producing monthly operating reviews for senior management. The role will also oversee and influence the tools used and deployed in the organization.
- Establishes, implements, and communicates the strategic direction of the organizations operations division.
- Collaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on operations projects and systems.
- Responsible for the management of both internal and external (vendor) technology teams and provide technical leadership in a national, 24/7 operations model.
- Foster a culture of consistency, accountability and continuous improvement.
- Attract and retain highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.
- Manage vendor relationships, including vendor performance, service agreements and negotiations.
- Identifies, recommends, and implements new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials.
- This position manages a large team of "operators" including Sr./Directors, Principals, Managers, and Engineers.
- Provides engineering support and direction for new or existing technologies and current operational initiatives.
- Ensures field compliance with corporate engineering standards, policies and procedures.
- Establishes, communicates, and implements operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution.
- Analyzes performance data to drive improvements through methods and procedures, network management protocols, platform enhancements, and vendor performance management.
- Creates culture of innovation and continuous drive for performance improvements with direct, matrix and third parity team members and vendor partners.
- Bachelor's Degree or equivalent work experience required.
- Minimum of twelve (12) years of Multi-dimensional leadership experience
- Minimum of ten (10) years of Enterprise Level Route/Switch, DWDM Optical Systems, and associated Alarming/Monitoring Technologies
- Minimum of ten (10) years of Network Operations or Development
- Ability to read, write, speak and understand English
- Ability to lead large, cross-functional teams to achieve business goals and results
- Ability to communicate with all Senior and Executive level audience
- Solid foundation in network and alarming/SNMP/Splunk operations
- In-depth understanding end-to-end network solutions and related protocols
- Ability to deliver against several initiatives simultaneously
- Ability to prioritize and organize effectively
- Excellent cognitive and communication skills
- Excellent analytical and troubleshooting abilities
- Ability to manage and foster change
- Ability to plan, prioritize and organize effectively and independently
- Ability to make decisions and solve problems while working under pressure
- Ability to show judgment and initiative and to accomplish job duties
- Ability to communicate orally and in writing in a clear and straightforward manner
- Strong business sense and sense of urgency to achieve business results
- Ability to serve as a visionary and think strategically.
- Ability to lead large change initiatives.
- Ability to foster teamwork and build a strong culture of collaboration.
- Ability to create detailed business cases in support of strategic and operating initiatives.
- Proven track record of developing staff and maintaining a high standard of employee relations
- Office environment
- Travel required
Vacancy expired!