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Posted: Friday, March 10, 2017 11:40 AM

Job Description:/h3:
GCC Senior Network Operations Manager
Purpose and Scope of Position
The GCC Senior Network Operations Manager will be responsible for the day:to:day activities of the Global Command Centers Service Desk, Tier 1:3 teams. The GCC Manager will be responsible for managing shift supervisors, overseeing 24x7x365 GCC Operations, receiving and responding to customer escalations (internal and external), ticketing and customer communications. The GCC Manager will ensure that all processes and procedures are documented, followed and reviewed on a regular basis.
Primary Duties and Responsibilities
* Manage an operations team that will support customers internationally
* Ensure that the GCC has adequate shift coverage 24x7x365
* Must be available at all hours of the day for major outages
* Develop and implement new process and procedures as needed
* Participate in regular change management meetings
* Provide team direction and leadership
* Conduct regular one:on:one meeting with direct reports
* Set individual and team goals that help achieve the overall organizational goals
* Develop and define metrics that will be used to measure team and individual performance
* Resolve all personnel issues in conjunction with Human Resources
* Create a strong team environment
* Be an agent of change and not be satisfied with status quo
Primary Internal and External Contacts
* Internal : HR, Service Delivery, Field Services, Project Management, Engineering, Warehouse, Inventory Control, Sales, Billing, Order Entry, IT, IS, Marketing
* External : Customer base
Minimum Qualifications
* Bachelors Degree or higher
* Minimum of 10 years of experience managing 24x7x365 global operations center
* Experience with various monitoring tools
* Experience with developing, implementing and improving processes and procedures
* Knowledge of LAN/WAN, routers, switches, servers (including server OS), WAN accelerators, and network firewalls
* Solid knowledge of ITIL Incident, Problem, and Change Management practices
* Experience leading an operations center in a high stress, multi:tasking environment
* Must be able to take charge of major incidents calls and drive issues to resolution
* Must be able to prioritize the teams daily work and tasks to ensure that the proper items are being addressed quickly
Additional Qualifications Desired
* CCNA or equivalent experience
* ITIL Certified
*Acuative is an EO/AA Employer*
Company Description:/h3:
Acuative is the North Americas largest independent communications field service organization.


• Location: Cleveland, strongsville

• Post ID: 35174488 cleveland is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017