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Manger, Network Operations Center IS

Job ID MANGE03661 Date posted 07/23/2019 Location Schiller Park, Illinois Position Type Full-Time

Position Overview

Develop and lead a team of 5-12 network professionals operating a 24x7 network operations center supporting hospitality and event Internet and network services. Structure, organize and manage the activities of the Network Operations Center (NOC) to ensure outstanding customer service, follow-through and team building within the group. Be the internal and external customer face of Internet Service (IS) Operations.

Key Job Responsibilities

Operational Management

  • Plan, develop, implement and manage all activities associated with supporting a 24x7 NOC and all related customer support activities
  • Identify, implement and monitor required tools, processes and procedures to create an effective and efficient organization
  • Identify trends, implement new solutions/processes that fix customer issues and continually strive toward moving from a reactive stance to a proactive stance
  • Own the escalation and resolution of all customer issues related to the support and maintenance of production networks
  • Prioritize, respond to and provide guidance duringoperational challenges in progress
  • Communicate status, issues, and milestones to the customer and PSAV upper management
  • Champion the coordination between Network Operations and IS other teams (Install, Events and Sales) and be primary point of contact for routine moves, additions and changes
  • Develop, maintain and distribute regular status reports on current and historical network performance at the property level and at the summary level
  • Work directly with outsourced providers to maintain accountability and quality of service
Continuous Improvement and Reporting
  • Use the internal satisfaction system (ISS) to continuously score the team’s customer service performance and make appropriate updates to processes and procedures to continuously improve
  • Promote a proactive/analytical approach within theNOC team that identifies potential issues before they become critical business impacting events
  • Investigate, analyze and troubleshoot customer environment emergencies
  • Establish a plan of resolution;execute the plan while mitigating risk or disruption to the customer environment and determine root cause
  • Evaluate and implement policy and processes for handling common occurrences (outage response, change management, event planning, etc.) using automation where possible to increase efficiency and effectiveness
  • Influence and work with other IT and PSAV departments to resolve customer issues
  • Monitor productivity of NOC by establishing and reporting KPI’s like call wait times, resolution satisfaction and ISS scores. Evaluate to ensure the customer is receiving a consistently high level of service both in terms of speed and quality

People Development

  • Providemanagement,guidance and mentorship to NOC Engineers
  • Implement and cultivate a team environment that focuses on service levels, customer satisfaction, and productivity
  • Hire, develop, lead and motivate a qualified staff to support services provided to organization
  • Promote and drive professional development and training efforts to improve overall business acumen, technical knowledge and project management
  • Manage human resource related issues including performance management, salary administration, training and development and strategic human resources planning for hourly and salaried employees
  • Model and reinforce a positive working environment centered on company values

Job Qualifications

  • Bachelor’s Degree or equivalent experience
  • 5+ years of progressive management experience in a customer support environment
  • Experience managing a team of 5+ individuals
  • Substantial experience in operating a 24/7 high-availability IT infrastructure in a highly transactional environment
  • Proficiency with wired and wireless network technologies and tools; Cisco certification(s) a plus
  • The ability to manage multiple simultaneousand diverse technology issues to resolution, with minimal supervisionand an unbeatable sense of urgency.
  • Highly motivated individual with passion for customer service, follow-through and learning
  • Demonstrated leadership when leading projects and motivating others
  • Strong verbal and written communication skills, including the ability to influence other levels of management, develop technical documentation, and create customer / internal communications
  • General business management thorough knowledge of support policies and procedures
  • Demonstrated ability to handle difficult and sensitive situations,
  • Ability to self-prioritize, negotiate, and manage requests from multiple sources

Competencies (by Core Values)

  • Communicates Effectively
  • Builds Effective teams
  • Manages Complexity
  • Tech Savvy
  • Drives Engagement
  • Directs work
  • Hospitality

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Benefits

You’ll find some of the best rewards in the industry – from comprehensive insurance options and generous PTO to a     company-matching 401(k).

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