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Network Services Manager (With Carrier Experience - Direct Hire/Full Time Position)
Ref No.: 18-01354
Location: Coral Springs, Florida
Position Type:Direct Placement
Network Services Manager
The Network Services Manager is responsible for management and development of (WCS) Network Operations Center (NOC), Service Assurance and Field Engineering teams. Working closely with multiple Tier I carriers and the WCS Engineering team, the Network Services Manager will be responsible for the definition, development and implementation of scalable Network Operations Services consisting of several integrated disciplines.
Essential Duties and Responsibilities:
The Network Services Manager will lead process-driven teams responsible for best-practice operations supporting the management, monitoring, maintenance and repair of on/off-net services. Teams will develop and manage to streamlined repeatable process models. Teams reporting to the Network Services Manager will work collaboratively with Account Services, Service Delivery, Engineering and Information Technology teams to ensure network resiliency, the highest levels of customer network repair services, accuracy of carrier and customer information and documentation and timely, consistent customer messaging.
The model will leverage existing and new support staff, and established vendor relationships to build a Carrier Class response system delivering customer confidence and knowledge-based service management of content, product, and process. The Network Services Manager will execute on the following major service goals:
  • Manage the Repair Desk for the National Carrier, NCI Hosted Phone, and Sonus Networks SIP platform services
  • Develop and Manage the Data Monitoring and Professional Services support program
  • Develop and Manage workflow and staff of the WCS NOC, field Engineering and Service Assurance teams
  • Support the continued transition of POTS, cable and DSL support services to the offshore Service Assurance team
  • Develop and Manage the national multi-carrier Premiere Support program
  • Develop and document appropriate triage and escalation procedures among various center resources
  • Inspire customer confidence in the repair process, escalations and messaging
  • Demonstrate proficiency with carriers and vendor management
  • Train staff on products, systems and performance management tools
  • Manage teams to defined SLAs through routine review and analysis of KPIs
  • Develop and deliver field engineering services, Customer-Premise Equipment (CPE) interaction and Test and Turn-Up (TTU) support
  • Manage teams and escalations through troubleshooting, trouble management and resolution to ensure delivery of tier one services
  • Process and present on-going program performance and management reports
  • Identify opportunities and implement improvements to system and resource efficiency across multiple teams
  • Ongoing operational reviews to ensure fiscal discipline and lower operating costs
  • Collaborate with cross-functional management teams to develop support models for new markets, products, services and customers
  • Collaborate to develop service delivery and cost models for operational support systems and tools
  • Collaboration, coordination and support of remote service assurance teams
  • Actively participate in Business Continuity and Disaster Recovery planning and support
  • Ensure a team culture that maintains Customer Service above all
This list of Essential Duties and Responsibilities is not intended to be limiting. The Company reserves the right to revise this job description as needed to comply with actual job requirements.
  • Customer outcomes and satisfaction
  • Carrier engagement related to network and service support teams
  • Ensure effective and timely proactive monitoring on network services to minimize service disruptions and customer impact
  • Implementation of streamlined value-adding processing in the support of customer and WCS networks and services
  • Succession planning through the ongoing assessment, training and development of personnel
Education and/or Experience:
  • Bachelor's in Computer Science, Engineering or a related technical discipline, or the equivalent combination of education, technical training including work/military experience.
  • Master's Computer Science or Engineering preferred
  • Knowledge of digital and soft switch platforms, as well as routing and switching network technologies
  • Demonstrated success in the area of Customer Relationship Management and Service Delivery
  • Successful relationships with multiple levels of carriers and vendors to be leveraged in maintaining customer service levels
  • History of business and service level growth with existing customers and positive program referrals
  • Abilities to manage cross-functional teams, and multitask operations supporting 24x7 Global operations.
  • Experience in staffing, HR performance management, mentoring and management of contract labor and third-party service providers
  • Project management including stakeholder engagement, planning, scheduling, execution and delivery of large-scale projects in a formal methodology
  • Enterprise Operations - demonstrated success with large-scale enterprise and distributed operations; integration with peer support organizations.
  • Understanding of senior management's goals; demonstrated success with the implementation of enterprise service desk and/or NOC initiatives.
  • Comfortable with corporate policies and organizations: experience working at a management level with contractors, vendors and providers of peripheral services.
  • Deep knowledge of SIP/voIP technologies and engineering concepts
  • Knowledge of Tier One carrier voice and data networks, tools, systems, diagnostics and escalation processes.
Computer Skills:
To perform this job successfully, an individual should have knowledge of: Internet Software; Spreadsheet Software (Excel); Electronic Mail Software (Outlook); Contract Management Systems; Order Processing Systems; Word Processing Software (Word); Project Management Software (MS Project), Carrier Portals, OSS/BSS Platforms, Solarwinds, Telnet, Soft Switch platform, and Network LAN/WAN Routing and Switching
Certificates, Licenses, Registrations:
  • Soft Switch platform and Network LAN/WAN Routing and Switching Certifications.
  • CCNA or CCIE
Other Skills and Abilities:
  • Demonstrated ability to identify process improvements & implement change.
  • Ability to execute effective communication and manage the expectations of direct reports, peers and senior management and align everyone toward common goals.
  • Demonstrated project management skills, must be able to organize tasks and keep projects on time and on budget
  • Demonstrated ability to exercise good judgment in a fast-paced environment
  • Ability to interact with senior management & executives
  • Sense of urgency
  • Flexibility; adapts to changing circumstances and adjusts approach as required, creatively uses available resources to solve problems and attain goals.
  • Excellent customer service skills
  • Excellent communication skills (verbal and written)