RESPONSIBILITIES:

Lead and manage a team of Tier II Engineers to ensure successful processes for schedule adherence, call queues, timeliness of issue resolution, and quality and training needs. Provide coaching and mentoring to team to create and foster engagement, as well as a high- performance culture. Oversee the accurate review and completion of escalated work items and working with other departments to ensure timely resolution. Analyze and identify opportunities through call monitoring and escalation trends to enhance the customer experience. Work closely with our partners and internal areas to identify and resolve issues in order to provide clients and advisors with exceptional service. Act as management escalation point for escalated calls Maintain positive department morale through subordinate feedback and establishes promotions, contest, events, etc. to keep a positive work environment. Work with management on department initiatives. Monitor production network environment using a combination of monitoring tools to ensure availability. Escalate issues and problems according to procedures and best judgment. Perform periodic health checks of systems. Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve. Diagnose problems and resolve them in an expeditious manner. Work with engineers to resolve production problems. Other duties as required or assigned.

MINIMUM QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Minimum of 2 years of experience in a Help Desk or high volume call center preferred. Minimum of 2 years of experience working in IT Operations including knowledge of common tools, methods, and techniques Industry recognized certifications such as CCNA, CCNP, and/or CCDP Vendor certifications on any Optical platform (ie: Motorola, ZTE, Alcatel etc) Scripting ( shell, expect, php, python) Minimum of 2 years of progressively responsible work experience in networks and/or server monitoring Skills Experience with routing protocols, specifically OSPF and BGP Experience with Optical Platforms, configuration and/or troubleshooting Experience working within a cable provider environment Experience working with third party circuit providers Experience in current Internet network hardware and software technologies Diagnostic experience of a variety of monitoring applications such as Solarwinds, negios