Manager, Application Support

The Time Warner Cable Charlotte location currently seeks a Manager for our Applications Center of Excellence Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Position Summary
The Manager of Application Support leads a team of highly skilled engineering resources in a fast paced, high tech environment. This position will manage this team to provide Tier 2 and Tier 3 support for the resolution of outages and service impairments in a 24x7x365 operation for the assigned shift.

Essential Job Functions:
Responsible for service operations and trouble management of Time Warner Cable Applications.

Provides timely resolution of service and system outages and/or impairment across entire TWC footprint.

Provides escalation to other TWC subject matter experts (SME) and vendor support groups as required to insure timely resolution of issues.

Utilizes key relationships with other engineering departments, operational groups and TWC Executive tiers as required to fulfill objectives and responsibilities.

Works particularly closely with NOC, Engineering Operations and Content Operations teams to develop efficient best practices for service trouble management.

Frequently leads staff, other TWC groups and vendors to resolve issues as an escalation point for chronic and high severity events. Ability to prioritize and organize effectively.

Maintains consistent, clear and accurate updates on trouble status, customer/business impact, restoration activities and expected resolution projections.

Leads and develops team of engineers to maintain skill level required to perform work.

Acts as a resource for technical and workflow issues. Mentors, recruits, and guides staff,
ensuring access to ongoing training programs, policies, operational procedures and guiding them in building their technical and communications skills.

Accountable for assisting with the preparation and management of expense budget for staff of highly skilled engineers including training, tools and travel.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

Other duties and responsibilities as assigned.

Job Requirements:
Must possess strong working knowledge of Unix based client/server systems and applications.

Strong technical knowledge of cable industry applications and services is highly desired.
5 to10 years experience with the operation and engineering of service provider applications.

Solid project management skills. Ability to manage and track multiple tasks simultaneously

Good written and verbal communications skills. Ability to explain complex technical information to non-technical entities in “plain language”.

Proven management and leadership skills.

Consistent exercise of independent judgment and discretion in matters
of significance.

Preferred Qualifications:

Understanding of the TWC Mystro Back Office systems, interactions, processes.

Understanding of the concepts and integration of VOD systems into the network; including AMS/catchers; interactions with billing;

Understanding of system controllers (DNCS & DACs)

Strong conceptual Thinking – ability to draw from experience and theory; be action oriented and ability to keep the customer the primary focus.

Education and Experience:
Bachelor's degree (B. A.) from four-year college or university; or equivalent training, education and experience.

Travel Requirements:
Yes Travel % 10


Supervisory/Managerial Responsibilities:
Manager: Delegates authority to carry out work of a unit to subordinate supervisors or managers



Physical Demands:
The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting for long periods of time throughout the work day.
• Use of mouse, and reading on a computer continuously throughout the work day.
• Communicating by telephone frequently throughout the work day.
• Visually able to use a computer continuously throughout the work day.
• Lifting and handling of equipment during installation/removal
• Installing/removing cabling within an equipment site as required to perform duties

Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, a pension plan and Free Cable/Internet. Qualified candidates should apply online at
. EOE/M/F/D/V


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