Network Operations Center Manager / Customer Service Manager

RKON Technologies is seeking a candidate to join the RKON Technical Services Team.  Responsibilities include overseeing the scheduling and workflow of a team of technical support engineers, responsible for developing a customer focused organization and ensuring that service delivery commitments are met.  The role will have responsibility for aspects of Customer incidents, Managed Services devices, server support, network support, and NOC operations. Responsibilities include overseeing an organization of level I and II staff and ensuring quality processes and practices are implemented to meet service level agreements and objectives.  This person will also be responsible for identifying and implementing a quality improvement process to achieve continuous operational efficiencies. The position will be responsible for managing day-to-day operations; partnering with and escalating to peer internal and external management to ensure swift resolution of service issues; and direct the evolution of processes and procedures.

Responsibilities

• Work with internal teams to maintain, develop, and improve operational processes and procedures with the goal of improving Customer Satisfaction
• Oversee the day-to-day processes of internal and external engineering team
• Drive incident review, and root cause analysis for all Customer incidents.
• Ensure adequate coverage for the 24x7x365 Managed Services and Support environment to maintain 100% compliance with Service Level Agreements and Customer Satisfaction
• Demonstrate consistently accurate and timely escalation of production outages both internally and externally with a strong focus on sense of urgency and Customer Satisfaction.
• Verify all escalated incidents are followed up to resolution
• Develop and report on metrics for the performance of the Managed Services and Support team
• Provide accurate reports on system availability, service level agreements and uptime to upper management
• Track customer billing changes and audit monthly invoicing to confirm accuracy.

Education and Experience Requirements

• Self-starter who can find and resolve issues pertaining to all of company’s service offerings
• Excellent interpersonal skills w/ the ability to interact with all levels
• Must be comfortable working in a high stress, fast paced environment with rapidly shifting priorities
• Creative problem solving abilities
• The experience and ability to develop, deploy, and manage effective technical processes and policies
• Detailed understanding of support processes and troubleshooting workflows
• Experience w/ network and system troubleshooting, monitoring tools, and escalation processes and procedures
• Experience w/ standard network/application change management & configuration policies
• Effective verbal and written communication skills
• Willingness to work extended hours or weekends when necessary
• Previous experience in managing a Data Center or Network Operations organization
• Experience in managing multiple direct reports in a highly technical environment
• Degree in Computer Science or equivalent preferred

If you feel that your skills are a match to our requirements, please submit your resume with desired salary and salary history to resume@rkon.com for consideration.