Crossfire Consulting · 4 months ago
Network Management Operations Manager
Cary, NC
Full-time
Onsite
Senior Level
5+ years expCrossfire Consulting is seeking a highly motivated and experienced Major Incident Manager to provide top-tier incident management for Telecommunication Federal customers. This role involves leveraging extensive knowledge of telecom services to drive major outage issues, ensuring a positive customer experience while collaborating with internal teams and external partners for effective resolutions.
ConsultingInformation TechnologySoftwareStaffing Agency
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provide proactive and reactive incident management for Telecommunication customers, utilizing your deep understanding of network infrastructure and service offerings
Demonstrate expertise in troubleshooting and resolving technical issues related to data, voice, IP, and managed services, leveraging your knowledge of support systems
Proactively communicate with customers throughout the incident management lifecycle, providing timely updates and managing expectations effectively
Collaborate with internal technical teams, sales teams, and external partners to escalate issues, facilitate conference bridges, and drive root cause analysis
Champion the use of Telecommunication’s automation tools, such as VEC, email statuses, and e-bonding, automation to streamline processes and improve efficiency
Demonstrate a proactive approach to problem-solving, identifying chronic issues and developing action plans to prevent recurrence
Participate in an on-call rotation to provide after-hours and weekend support to customers as needed
Qualification
Required
Minimum 5 years of experience in a telecommunications customer support environment, with a proven track record of resolving complex technical issues
Comprehensive understanding of Telecommunication's domestic and international telecom services, including data, voice, IP, and managed services
Strong analytical and problem-solving skills, with the ability to analyze circuit statistics and formulate action plans
Excellent interpersonal, written, and verbal communication skills, with the ability to communicate effectively with technical and non-technical audiences
Ability to work independently and prioritize multiple tasks in a fast-paced environment
Ability to obtain a Public Trust Security Clearance
Preferred
Bachelor's degree in a related field or equivalent experience
Company
Crossfire Consulting
Crossfire Consulting is an IT company that provides IT staffing and software development services.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase