Sr. Network Engineering Manager (Pooling)

Job Description Summary

Responsible for managing multi-product and enterprise solutions technical support teams. Leads efforts to design, develop and implement plans that align with business strategy and goals. Works closely with the leadership team and provide updates and/or recommendations as the needs of the operations grow and change. Develops financial and operational objectives. Ensures operational plans are aligned with business objectives. Contributes to functional strategy development. Has a greater degree of impact on business results and typically manages one or more groups of professional employees.

Core Responsibilities

• Develops, implements and monitors operations policies, procedures, programs and standards that support the goals and objectives. May adapt operations to accommodate different cultures, business practices or customs.

• Assists in the development and manages the implementation of new processes, procedures, systems and reporting to improve customer service and reflect changing business needs.

• Prepares, analyzes and manages operations through statistical analysis of activities.

• Develops staffing plans. Recruits and hires supervisors. Establishes individual performance goals for direct reports, conducts performance reviews and provides coaching and counseling. Plans, approves and implements programs for the development of the team.

• Ensures achievement of all system, team and individual customer service goals and standards.

• Works with third party vendors to coordinate staffing needs and coverage. Also validates preparation for market specific product launch.

• Prepares cost allocation reporting for vendor and internal costs.

• Prepares reports for analyzing operations, identifying problems and recommending corrective actions and plans.

• Participates in task forces, special projects, committees or team meetings.

• Consistent exercise of independent judgment and discretion in matters of significance.

• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

• Other duties and responsibilities as assigned.

TECHNICAL REQUIREMENTS:

• Working knowledge on various Network technologies including SDWAN, MPLS, VPN Solutions, IPSec, etc

• Understanding of different routing protocols/ principles

• Experienced with Meraki and Fortigate Technologies

• Understanding data requirements for VOIP/UCaaS solutions

• Knowledgeable with Cloud and Circuit Ordering Processes

QUALIFICATIONS:

• More than 7 years Management experience in Service Delivery and/or Customer Support, preferably with Telco industry

• Bachelor's degree in Electronics and Communication Engineering, Information Technology or any related course

• Strong people management skills

• Excellent communication skills

• Willing to work on night shifts (US hours)

• Ability to work on a Matrix Organization

• Reporting and Presentation Skills

• Ability to escalate and resolve critical issues both internally and externally

• Address complex business needs via interaction with senior leadership, internal operational managers, and external customers

• SLA Driven

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.

• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

• Win as a team - make big things happen by working together and being open to new ideas.

• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

• Drive results and growth.

• Support a culture of inclusion in how you work and lead.

• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.