GTT · 7 hours ago

Director, Technical Operations

Texas, United States

Full-time

Remote

Director/Executive

10+ years exp

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Responsibilities

Lead all operational activities of the Tech Ops Americas Assurance Team to ensure efficiency and effectiveness while support customers networks and security services. The team is responsible for the highest level of technical support within the Americas Assurance team.

Mentor senior team members and business partners to foster growth and development. This will include providing training documentation and support for a variety of teams within Service Assurance to ensure technical compliance and competencies.

Establish and maintain standardized practices and procedures for engagement internally with technology POD's as well.

Resolve customer escalations through direct verbal and written communication. Participate in internal and external projects as directed by management.

Directly interface with customers and their project management teams to provide ongoing support for solution development and implementation.

Develop, maintain, report, and achieve key performance indicators (KPIs) for product performance across the entire Assurance organization.

Detail-oriented in circuit repair, managed services troubleshooting, network/routing troubleshooting, documentation, and training.

Create processes to improve case/trouble ticket work and provide advanced training design. Oversee ticket management, team management, team dynamics, and on-floor leadership.

Utilize data analytics to interpret complex data points and provide detailed reporting on potential process, procedure, and workflow changes to optimize team and departmental performance.

Provide recommendations and observations to the VP of Operations regarding enhancements or changes needed to support both external and internal customers effectively.

Generate documents for procedures and case scenarios.

Attend customer meetings, representing and presenting for the Assurance team (e.g., QBRs).

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Network SupportCrisis ManagementData AnalyticsTelecom PlatformsCustomer SupportStrategic PlanningOrganizational LeadershipContinuous ImprovementCustomer Success

Required

Direct leadership experience in Assurance and/or Service Delivery. Demonstrated ability to hire, motivate, and coach a network operations team, focusing on building repeatable best practices and ensuring continuous growth and learning for each team member.

+ 10+ years of technical experience in complex Network support environments.

+ 5+ years of management experience

Bachelor’s degree in related field or equivalent experience

Demonstrated commitment to continuous learning and improvement, both individually and as a team. Excited about driving and tracking a consistent engagement process from sales through renewals with clear metrics and accountability, while demonstrating flexibility where needed

Quick to understand each customer’s needs, identify how best to support those needs, and proactively address concerns.

Passionate about customer success and delivering long-term value. Recognize that delivering exceptional customer experiences daily is crucial for business success and guide your team accordingly.

Enthusiastic, energetic, technically adept, and creative in problem-solving, making it enjoyable for yourself and your team.

Capable of building lasting relationships with some of the best companies in the world, spanning large enterprises as well as small and mid-sized companies.