OVERVIEW:
GiGstreem, a leading Internet Service Provider based in the US, provides innovative technology solutions to residential (Single Family, MDU) and commercial (MTU) clients across various markets nationwide.
SUMMARY:
The Tier 3 Operations Manager will be responsible for day-to-day operations of the GiGstreem
networks, associated WiFi connectivity, and associated hardware from Tier 2. This role will play a critical role in maintaining and optimizing our network infrastructure. Responsible for resolving complex network and service issues, documenting steps thoroughly, and ensuring seamless operations. Beyond escalations, contribute to routine network maintenance, create technical documentation, and collaborate with field operations. In addition, working cross functionally with NOC, and Tier II Call center agents.
ESSENTIAL DUTIES & RESPONSIBILITIES:
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
- Manage a team of Operational Engineers, mentoring their growth, and ensuring that team obligations are met.
- Oversee day-to-day team operations and escalations.
- Ensure team projects and deployments are completed successfully and on time.
- Ensure that the team is working towards efficiency improvement in their work and empower
- engineers to tackle inefficiency.
- Serve as part of the escalation path for internal and external network issues.
- Ensure team Key Performance Indicators (KPI's) and network Service Level Agreements/Service
- Level Objective (SLA's/SLO's) are being tracked and met.
- Deliver exceptional customer experience.
- Process tickets which may include escalations, alarms, incidents, and service requests reported by monitoring tools, ticketing portals, calls, and emails.
- Execute the complete outage response plan in any network alert.
- Take ownership of open tickets, manage priority, and provide updates.
- Provide support to Customer Care, and or Field Operations
- Investigate network outages to determine root cause and provide recommendations for changes to prevent the recurrence of similar outages in the future.
- Responsible for notifying all internal groups regarding any major outages or network incident as per the outage notification procedures.
- Responsible for updating the network monitoring systems as appropriate.
- Provide Tier 3 escalation support to the Network Operations Center (NOC), Customer Care, Tier 2, and Field Operations.
- Investigate network outages to determine root cause and recommend preventive measures.
- Document steps of resolution clearly.
- Assist field technicians with provisioning and network investigations.
- Notify internal groups promptly about major outages or network incidents.
- Update network monitoring systems as needed.
- Create reports on root causes of outages (RFOs)
QUALIFICATIONS:
- Strong organizational skills: You must be able to manage multiple clients simultaneously and coordinate with internal teammates to provide satisfactory results.
- Reporting and Analysis: Deliver regular reports on account performance, analyzing key metrics and customer feedback. Report internally and externally on ongoing client topics.
PHYSICAL AND MENTAL REQUIREMENTS:
While performing the duties of this job, the employee is frequently required to do the following:
- Coordinate multiple tasks simultaneously and stay organized.
- Collect, interpret, and/or analyze complex data and information.
- Understand and respond to a diverse population.
BENEFITS:
- Health Insurance
- Vision insurance
- Dental insurance
- Long Term Disability
- Life Insurance
- Unlimited Paid Time Off
- Monthly Cell Phone Reimbursement
Location: Remote
Salary: $70,000 - $85,000
GiGstreem is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@gigstreem.com.
