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Purpose
Manage the Network Operations Centers in DR and Europe in a strategic and effectual manner, to ensure effective monitoring of all activity in PTI sites worldwide, including EaaS, Fiber, DAS, Smart locks and other active equipment. Design data and incident management policies and procedures and resource allocation. Fulfillment of our clients' requests, and work towards supporting service continuity for both PTI and its clients.
Functions
- Oversee and support the NOC supervisors in their goal of providing required support to external and internal clients.
- Manage relationships with clients' key managers and with internal department heads to ensure proper communication and adoption improved processes.
- Continuously verify and analyze gathered data of NOC Operations to discuss and implement resource allocation with NOC Supervisors to guarantee support for internal/external clients across the committed schedule.
- Direct follow up and escalation of events that affect the clients' business and/or PTI business.
- Guarantee PTI's compliance of KPIs, to maintain optimal customer satisfaction and avoid penalties associated with said KPIs, by devising strategies and procedures to ensure compliance and that the team effectively keeps a record of the KPI-associated data.
- Maintain the database and documentation regarding access type and procedures for PTI's sites.
- Update and enforce Escalations Matrixes (PTI's, clients' and partners').
- Evaluate and manage access platforms (e.g. NOKE, iLoq).
- Generate periodic reports from platforms which are relevant for business intelligence and data analysis from other departments.
- Present results of operations to senior management and investors, by leveraging on the different data and platforms available.
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
Position works in a standard office environment. Standing, sitting, and walking are required daily. Job will involve minimal international travel.
Qualifications
- University degree (preferably engineering and/or technology-related major)
- At least 10 years of managerial experience in a Network Operations Center or Telecommunications Engineering/Operations departments.
- Highly advanced English level is required. Conversational, technical, written.
- Excellent communications skills (written, spoken and high-level presentation skills)
- Excellent customer relationship management and development skills.
- Advanced knowledge of KPIs and data management and analysis
- Capacity for problem solving and decision making.
- Dexterity in expectation management and conflict resolutions
- Expertise in talent identification
- Service oriented and proactive
- Experience with ticketing systems
- Experience with international operations is desired.
- Excellent skills in business culture, working self-managed and as part of a high-performance work team.
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.