MANAGER, ENTERPRISE REPAIR
Segra is one of the largest independent fiber network companies in the Eastern US. Segra has a broad and dense service footprint across the Mid-Atlantic and Southeast. We offer state-of-the-art voice and data technology solutions to businesses of all sizes and wholesale transport services to some of the world's largest carriers.
Please note: This position is to support our 2nd and 3rd shifts. (B and C shifts). For example: Monday-Friday; 8pm-5am, 9pm-6am,10pm-7am,11pm-8am. You MUST be able to work this schedule to be eligible for consideration.
The Manager, Enterprise Repair manages and provides direct support to the Enterprise Repair personnel to better utilize strengths and build team cohesion to provide efficient higher-tiered support for Enterprise Repair and other operations departments in daily troubleshooting and handling of activities; Support review and evaluation of scheduled maintenance activities for the purpose of determining and communicating expected impact as well as serve as a 3rd level escalation point; Define, maintain, and enhance the policies and procedures of Enterprise Repair for the purpose of prioritizing projects, managing activities, meeting commitments to customers, responding to network events and coordinating for outage resolution, improving network performance, and ensuring the integrity of the network and all related data; Facilitate meetings to coordinate process improvement and M&P (methods and procedures) development and ensure compliance to these policies.
Duties & Responsibilities:
24x7 Incident Management
Tier I/II Equipment Installations Management (High Risk Work)
Organizational Development, Recruiting, personnel management, goal setting, training, coaching, mentoring, etc.
Major Network Outage Response, Coordination and Escalation
Coordinate interdepartmental work activities to resolve network and customer problems
Create reports for customers following trouble ticket and maintenance activities
Act as 3rd level escalation for internal and external customers for all network and customer issues
Provide feedback and appraise employee performance using Company performance appraisal tools and programs
Conduct disciplinary actions as necessary according to Company guidelines
Use of back office ticketing, reporting and database systems to collect, analyze and report on Enterprise Repair operations, efficiencies and effectiveness
Develop an achievable set of network performance objectives for the organization and then measure performance to those metrics
Provide periodic assessment of key operational issues and potential problems to upper management
Maximize employee productivity, morale, and retention through empowerment techniques and team building and maintain strong working relationships with other staff and partners
Develop complex business cases to new business processes
Perform On-Call duties as necessary
Education: BS Degree in Business or technical field and/or equivalent work experience required.
Experience: Previous repair experience and understanding of capturing and timely responding to surveillance alarming; previous proven successful management experience leading a technical team
Key Competencies: Must have thorough knowledge of management principles and practices; personnel supervision and development; and telephony technologies.
Experience setting up local exchange operations including surveillance, monitoring, fix and repair.
Knowledge of and ability to adapt the ITIL V3 model to provide an advanced service management strategy including the concepts of Incident and Problem management into a repair environment
Experience managing a call center environment including metric collection, analysis and reporting
An understanding of IP telecommunications
An understanding of switching, MPLS and other routed technologies
Working knowledge of MS Office Suite
Outstanding communication and interpersonal skills required.
Benefits: Includes Medical, Dental and Vision insurance. 401(k) match, Tuition Reimbursement, Gym Reimbursement, Paid vacation/Holiday leave and more! Please visit our company website at Segra.com.
- Pay Type Salary
- Charlotte, NC, USA
- Columbia, SC, USA