Director of Network Support Operations
The Director position will be responsible for leading the Network Support Operations organization which includes such functions as National Network Operations Center, Incident, Problem, Change and Release Management, and Project Management for Core Operations. The position will develop, lead and align the execution of both short term tactical initiatives and long-term strategies which will facilitate the organization’s ability to meet or exceed key service metrics. The Director will exhibit insight, innovation, and leadership to drive multiple strategies resulting in continuously improving quality and customer experience satisfaction.
Develop the vision and strategy for the Network Support organization focused on network infrastructure and software capabilities for the current and future organizational needs.
Drive the organizational vision and strategy to align with the support organizations tactical responsibilities to ensure peak network reliability and availability.
Drive the organizational effectiveness and ability to transform support operations by utilizing advanced automation development to improve reliability and reduce work.
Develop and implement performance metrics to drive efficiencies, improve network performance, and reduce human error and operating expense across Operations.
Lead the Network Operations Center which is responsible for the monitoring, managing, and restoration of the Network and provide trouble resolution support for resolving complicated network problems and issues.
Lead the team responsible for the Incident and Problem Management for all Severity 1 – IM incidents within our network.
Lead the team that is responsible for the entire Change Management process for the Engineering organization including the scheduling and approval of change requests for all activities within the network.
Partner with Tools and System Support in setting requirements for driving increased productivity and efficiency across all service domains, and focus organizational resources on evolved business needs.
Lead the organization that manages the project integration for all Core Operations implementations and operational projects associated to the core network platforms and services.
Prepare, review and manage the annual Capital and Opex budgets for the Support organization and ensure that the budget meets the specified objectives.
Ensure the NOC is managed safely in accordance with all applicable federal, state, and company regulations.
Bachelor's Degree (Electrical Engineering, Civil Engineering or related discipline) required. Master's degree preferred.
Minimum 10 years of telecommunications experience is required, with a minimum of 7 years at a managerial level position
Strong communication, leadership, coaching/development and strategic planning skills
Experience creating and managing large capital and expense budgets with the ability to do financial analysis and business case development
Strong foundation in technical aptitude in critical areas such as 4G/LTE, data networking, programing languages, and analytical practices
Prior experience in project management with an ability to break down complex problems into manageable goals is required
Ability to build cross-functional teams and develop transformational organizational strategies is required
Ability to be a leader who can set and/or implement strategy and course of action, and hold associates accountable for performance, is required
Excellent oral and written communication skills are required
EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.
TO APPLY - Forward resume and compensation requirements to Robert Martin at firstname.lastname@example.org