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Senior Manager, Enterprise Technical Support - Spectrum Enterprise

Company: Spectrum
Location: Austin
Posted on: May 20, 2020

Job Description:

At a glance:Are you a detail-oriented and client-focused technical leader skilled at guiding teams through the resolution of client support calls and reported issues?Can you commit to a role in implementing business improvement initiatives to ensure continuous improvement of processes and training? Do you desire a competitive salary with lucrative benefits and a focus on professional development?Our company:

At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.

Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America s largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise s industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.

Highlights:

You are passionate about ensuring the highest quality resolution to client support calls and reported issues while maintaining accurate service level agreement (SLA) management. As the Senior Manager of Enterprise Technical Support, you improve the client experience through the decisive management of the Enterprise Technical Support and Enterprise Client Operations teams. You excel at quickly and effectively coordinating resources to respond to critical internal and external issues as they arise.

You combine your technical expertise with your understanding of client needs to execute business improvement initiatives that ensure the continuous refinement of processes, training and client communication. You have an aptitude for assembling and guiding a high-performing team. You thrive managing your team in an office environment while ensuring services across the Spectrum Enterprise footprint. You report to the Director, Enterprise Technical Support for goals, guidance and assistance.

Position benefits:Competitive Salary with BonusHealth, Vision and Dental Insurance100% Company Match 401(k) up to 6%Company Funded Retirement Accumulation Plan for an additional 3%Education AssistancePretax Child Care Spending AccountPaid Holidays, Vacation Days, Personal Days and Sick DaysEmployee Discount on Spectrum Services Where AvailableWhat you will do:Be the empowering leader for the Enterprise Technical Support (ETS) team by guiding them to support all efforts to simplify and enhance the client experience.Ensure continuous client network operations by leading the Enterprise Technical Support Advanced Support team in a 24/7 operating environment.Ensure the timely resolution of issues by providing guidance to highly technical ETS Engineers while facilitating collaboration with Spectrum Enterprise Engineering teams, Field Services Operations and other internal teams.Support the integration success of business requirements, new products, standards and tools by managing a team of ETS Engineers focused on support integration.Drive integration processes through the guidance and documentation of support methodologies, tool development, process improvement and metric tracking.Improve the client experience by engaging, escalating and collaborating with all business partner organizations, including Spectrum Enterprise Engineering and Operations, Field Operations, NetOps, CBO and support vendors.Participate in major change control initiatives while preparing ETS Engineering teams with strategic support through clear communication and setting expectations. Analyze surveillance, performance management and ticketing platforms to make recommendations for system enhancements or requirements for automation.Improve department productivity by designing and implementing support processes, operational policies and best practices for the ETS team and the Advanced Support team.Encourage long-term client retention through the achievement of service level and mean time to repair (MTTR) objectives and the adherence to client-specific service level agreements (SLAs).Successfully launch new products by researching emerging technologies and collaborating with Product Engineering and support Operations on technical requirements.Increase client satisfaction through effective communication and notification of network issues and ensure that all outages are escalated accordingly with vendor or carrier partner.Coach and mentor Engineers within the ETS Advanced Support and ETS teams to ensure they are resolving issues efficiently and accurately.Perform additional duties related to the position as assigned. Required keys for success:Seven or more years of management experience in engineering or operations supportSeven or more years of hands-on network operations or implementation experienceHistory of maintaining company and client confidentiality during interactionsProven ability to multi-task and manage multiple initiatives in a high-stress environmentPrevious experience making decisions and resolving issues while working independently Solid prioritization and organizational skills with the ability to supervise and motivate othersTrack record of collaborating with others to resolve issues and handle requests or situationsAdvanced knowledge and experience with network infrastructure and network management toolsFamiliar with Spectrum Enterprise products and servicesExpert in cable, voice and data communications networks and associated elementsKnowledgeable of LAN/WAN design and operationsAdvanced knowledge of TCP/IP, SNMP and Voice networksUnderstanding of Advanced Video technologyDemonstrated leadership qualities Proficient in Microsoft Word, Excel, PowerPoint and OutlookEffective written and spoken English communication skills with all levels of an organizationHow you will stand out from the crowd:Advanced ability to aid in analysis and documentation of root-causesHistory of isolating and troubleshooting failed equipment, facility issues and other components of a networkExpert in tools used in network monitoringKnowledgeable of Spectrum Enterprise network architecture and standard designsProficient in internet protocols, such as MPLS, OSPF, ISIS and BGPThorough knowledge of all support and infrastructure processes and support platforms Your education:Bachelor s Degree in computer science, electrical engineering, math or a related field, or an equivalent combination of education, training and experience (required)Industry recognized professional level network certification (required)Professional-level certification (preferred) Associated topics: assistant, client support, customer support, desk, excel, information technology help desk, support, system support, technical support, technical support specialist

Keywords: Spectrum, Austin , Senior Manager, Enterprise Technical Support - Spectrum Enterprise, Executive , Austin, Texas

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