Network Operations Center Supervisor - Full-time / Part-time

Join us as we create the world-class customer experience that sets us apart. Enhance lives with powerful technology and be part of the team that helps customers get the most out of our innovative products and services every day.

Responsibilities

• This position will have responsibilities for a large financial institution ITIL compliant 24/7 Tier One 1.5 NOC leading the customer incident/service request/change management efforts.
• Must be able to quickly prioritize issues and be able to initiate/command service interruptions to drive issues to resolution with minimal impact to the customer.
• Leverage extensive background in Network/Voice/Security operations focusing teams on system restoration or fulfillment.
• The Supervisor will be responsible for the staff selection, ongoing growth and mentoring of a team of Tier 1.5 Engineers.
• Provides leadership and accountability through a commitment to Client satisfaction and Incident/Request resolution/fulfillment.
• Maintenance, development and adherence of Standard Operating Procedures (SOP) to support specific organizational and customer Service Level Agreements (SLAs), and the day-to-day management of network and security incidents and situations.
• This position requires frequent interaction with the customer program management office (PMO) and the customer representatives to address service enquiries, operational concerns and new service requirements.
• The Supervisor will be part of the hierarchical escalation path for the customer related issues.
• This position requires the ability to support an on-call rotation (24x7x7days) to address management level escalations after hours.

Qualifications

• BS in Engineering or Computer Science related discipline or equivalent work experience.

• 4+ years’ experience providing managed IT and/or Telecom services to enterprise clients – Public and/or Private.

• 3+ years’ experience in a leadership role.

• Proven experience and ability to engage clients and manage relationships.

• Leading industry certifications in one or more of the following technology areas is highly desired…

• CCNA

• ITILv2/3

• Strong technical expertise should be complimented by appropriate vendor certifications

• Strong knowledge of M.S. Office applications and Share Point

• Strong communication skills in verbal and written to deliver customer presentations

• Ability to manage multiple tasks and projects across various organizations and global regions

• Success leading team members to achieve targeted performance objectives

• Effective leadership skills mentoring resources and building a high-performance team

• Flexible schedule availability (including evenings and weekends) required

• Results and people oriented with ability to balance multiple business objectives while meeting commitments

• Assertive team player with strong investigative, facilitation, conflict resolution and time management skills.

Equal Employment Opportunity

• Verizon is a Federal Contractor
• Verizon requests veteran priority referrals
• Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.