Sr Manager - Cloud Collaboration Services

Job Description

When you join VerizonVerizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward and you can too. Dream it. Build it. Do it here.What you ll be doing.The Senior Manager - Lifecycle A&E will be responsible for leading the 24/7 operational support relating to Tier 2, Tier 3 Data & Voice Advanced Services and demonstrate to live by organizations credo & values throughout their journey with Verizon. You will continuously focus on customers, PMO/Accounts teams, product activation teams and business stakeholders to deliver relentless customer satisfaction to our customers.Apart from managing administrative & people management responsibility, you would be responsible for day to day delivery of operational workload, managing work distribution, handling high voltage escalations, investigations and root cause analysis, driving crisis management and establishing customer engagement/improvement initiatives. You would also be responsible for managing and maintaining high class quality standards on operations activities and workload, drive and manage quality and problem management process.

• Provide site leadership and manage a team of 40+ members (Direct and Indirect), align teams with right priorities, set goals & objectives, performance-management, and engage in talent-development.
• Provide subject matter expertise to Operations team illustrating in-depth business knowledge across Verizon s proprietary products such as Managed Network and Advanced Support.
• Present technical concepts to diverse audiences.
• Manage cross functional groups consisting of Contractors, FTE s & Senior Level Technical individuals.
• Communicate with a sense of urgency and collaborate with geographically diverse teams, leadership and time zones.
• Manage Tier 2 and Tier 3 teams, which consists of multiple support layers catering to over 2000 enterprise customers.
• Track the KPI s such as; Pickup Time, Untimely Resolution of Service, Repeat Failure Rate, Change Success Rate, Time to Resolve, and related metrics at regular intervals to improve the team s performance.
• Keep the change success rate at 100% to ensure our premium customers satisfaction rate doesn t drop and remains on top.
• Manage service delivery and also build strong client services and customer relationships.
• Manage a variety of 24x7 roles and develop scalable talent, set direction for teams and develop talent.
• Create, discuss and assess performance agreements and development plans.
• Manage the integration of multiple projects/programs, provides data, analysis and reporting to internal stakeholders and various levels of PMO management.
• Identify improvement areas within the existing businesses, design and drive service improvement plans to increase efficiency and reduce costs
• Move services into the live business environment as smoothly as possible. This vital step in the service lifecycle lies between Design and Operations and ensures that policies, processes and procedures are in place to protect the live operational environment.
• Provide regular and highly structured reports to the management team showcasing strengths of Operations and areas of improvement.
• Create dashboards for Executive leadership providing insight into regular operations.
• Implement the practice of Continuous Process Improvement. Suggest, define, design and implement processes to optimize capacity, availability and implement solutions which reduce downtime on services.

What we re looking for.Youll need to have:

• Bachelor s degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Experience in project and people management.
• Experience in Network (Data & Voice) troubleshooting and configuring routers and switches (LAN/WAN/Wireless environment).
• Knowledge of the OSI model, including TCP/IP, client/server designs, routing protocols (including but not limited to OSPF, EIGRP, BGP), LAN technologies (including but not limited to FDDI, Ethernet, Wireless, VLANs, NAT, ACLs, QoS), WAN technologies (including but not limited to Internet, ATM, MPLS, Frame-Relay, ISDN, private lines).
• Experience building teams from scratch & managing minimum 45 to 50 member matrix & diverse teams.
• Experience with standards and procedures to manage and deliver 24x7 technical operations.
• ITIL Certification and managed ITIL based 24x7 operations teams.
• Experience in Verizon products like GCM, CMR, ESP, ETMS etc.
• Experience setting up new teams from scratch which involves network infrastructure, developing various rotational shift schedules including FTS and 24x7, Compliance and Regulatory requirements.
• Experience conducting internal ISO audits and preparing the team to take up external audits.
• Experience handling dependent or independent 24x7 Operations teams which consists of multiple support layers (Escalation, Problem, Change, Incident Management, PMO s, MIM s, etc.) of Verizon Managed, Non Managed Security Devices and customers.
• Experience managing a variety of 24x7 operational roles and managed service delivery for large customers Field 1 in specific by tracking SLAs and operational metrics.
• Experience with Cisco LAN switching, WAAS, Juniper routing and internal wireless products.
• Designed and implemented large scale customer networks.

Even better if you have:

• ITIL v4 Inter Level certification or higher.
• Prince or PMP certification.
• CCIE R&S or Collaboration written or lab certified.
• Certification and Knowledge on Firewall, LB & Proxies.
• Ability to manage relationships and work across cross cultural teams.
• Skill to analyze and improve RTS (Return to Service) at all levels of operational delivery.
• Technical and non-technical presentation, communication and interpersonal skills.
• Strong customer service and support skills.
• Strong written / verbal communication.
• Experience on SIP, Gateway, SBC & CUCM.
• Knowledge and/or certifications including but not limited to Juniper, Meraki, VMWare, OpenStack and Cloud Services.

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Keyskills :
root cause analysissubject matter expertiseservice improvement plansroot causeframe relayhigh voltagelan switchingclient servicescustomer serviceservice deliverysecurity devicespeople managementquality standards