Responsibilities:
¥ Work closely with the team Operations manager to assist with: Incident Management, Change Management and Operational Reporting
¥ Act as a focal point for high impact, large account problem resolution
¥ Works on complex problems where analysis of situations requires in-depth evaluation of factors
¥ Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
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¥ Receive minimal supervision, no instruction on routine work, and general instruction on new assignments
¥ Perform ad hoc analyses and tasks as assigned
¥ Provide guidance and leadership to less experienced engineers
¥ May require some travel to customer locations in this role
Qualifications:
¥ Must understand and have worked in an operational environment such as a NOC or IT for 5-10 years
¥ Demonstrated leadership experience in the area of Network Operations
¥ Proven planning, prioritization, and organizational skills
¥ Experience with developing and presenting customer consumable reports on Operational performance and efficiency
¥ Demonstrated drive for continuous learning, results-orientation, and teamwork
¥ Firm Understanding of ITIL Process guidelines, with specific focus on Incident, Problem, and Change Management
¥ Ability to drive change through innovation & process improvement
¥ Ability to manage projects and drive action items with customers and cross-functional peers
¥ Proven crisis management skills
¥ Build internal and external client relations
¥ Professional & concise communication (written & verbal)
¥ BS in Engineering/Computer Science/IT and/or equivalent experience
¥ Certifications: ITIL , Cisco CCNA or better
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