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Purpose
To manage assigned material and human resources in the Network Operations Center efficiently, to ensure the fulfillment of our customer requests and events at PTI sites, and work to support the continuity of services, both PTI and our customers.
Functions
- Assign and supervise the daily tasks of the NOC Attendants, to provide the required support to external and internal customers.
- Ensure that requests that cannot be fulfilled directly by the NOC Attendants are properly redirected to the appropriate department and follow up for timely responses.
- Efficiently plan shifts and resource allocation to ensure support to internal and external customers throughout the committed schedule.
- Direct follow-up and escalation of events that affect our client's business and/or PTI's business.
- Monitor and track access requests and site incident reports that are subject to penalties to PTI in the event of delays in resolution time by MSA parameters.
- Maintain records and measurements of PTI's compliance with this KPI.
- Maintain database and documentation of PTI site access types and procedures.
- Update and enforce Escalation Matrices (from PTI, Customers, and Partners).
- Receive, document, track and communicate periodic reports from partners.
- Generate periodic platform reports relevant to business intelligence and data analysis by other departments.
These job functions are representative of tasks accomplished by incumbents. The list is not exhaustive; incumbents perform other related tasks.
Working Conditions And Physical Demands
The position works in a standard office environment. Standing, sitting, and walking are required daily. Work will minimally involve international travel.
Qualifications And Skills
- Engineering degree.
- At least five years of experience working in a Network Operations Center/Service Center environment and previous supervisory experience.
- Working knowledge of KPIs and data analysis.
- Problem-solving and decision-making skills.
- Advanced English required.
- Excellent communication skills (written and verbal).
- Excellent customer relationship management and development skills.
- Service-oriented and proactive.
- Ability to multi-task.
- Conflict and problem-solving.
- Excellent skills in company culture, self-managed work, and as part of a high-performing team.
- Experience with ticketing systems is a plus.
- Experience with international operations is a plus.
It is the policy and practice of this Company to prohibit any form of discrimination or harassment based on race, color, religion, sex, gender identity, sexual orientation, transgender status, national origin, age, disability, military or veteran status, or status in any group protected by federal, state, or local law.