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Director Network Operation

4 months ago

Columbia, United States LTN Global Communications Full time

Job Title: Director Network Operations & Customer Support

Location: Columbia, Maryland

Reports To: GM, Full Time

About LTN Global:

LTN Global is a worldwide leader in IP Video technologies and is an innovative service provider to the tier one content owners and broadcasters. LTN's portfolio of solutions and services helps content owners to optimize, and automate the video workflow, empowering users to acquire, transform, deliver, and monetize content at scale. LTN's modular solutions streamline each stage in the digital and linear video chains, from production and publishing to transformation and transport. Leveraging the world's fastest and most reliable IP video network, LTN is a trusted partner with a reputation for multicasting transmission-critical, broadcast-quality content to any platform, anywhere in the world. LTN brings its media customers greater efficiency, agility, and creativity in monetizing their content.

We need a Network Operations & Customer Support Director to oversee a global team of network operators and customer support for our family of services inclusive of live events, addressable advertising, live video routing and playout. Notably, team members will be based in various locations including but not limited to Columbia, Maryland (the corporate LTN office); Cologne, Germany; and Kansas City, Missouri.

Your Role :

* You will lead and manage a team of global Network Operations and Support members managing a high availability our applications, technologies, and services.

* You will organize and oversea the Support organization, run the staffing, and make sure all incoming support emails and calls are handled in accordance with our Service Levels.

* Participate in cross-division corporate meetings to; provide reporting, escalation and dashboards giving division GMs visibility into NOC, support activities, align priorities with GM objectives, collaborate with division product managers in the product requirements process for new offerings, services or upgrades.

* You will mentor and advise managers in the implementation of a global operations and customer support organization inclusive of reliable team shifts, daily stand ups, documentation tools and communication, critical eye on escalation procedures and data collection.

* You will continue to re-evaluate the underlying processes and procedures to scale the global team and support system and streamline upgrades, updates and the roll out of new services.

Essential Duties/Responsibilities :

* Oversees and directs all aspects of the 24/7/365 mission critical Network Operations Center & Customer Support Organization

* Hire, train, and develop Network Operation Center staff

* Exercises leadership and day-to-day management of NOC teams

* Establishes high performance and optimized network operations center

* Develops policies and procedures for all Network Operations Center environments

* Reports key metrics on Network Operations Center activity

* Provides strategic direction for growth with business plans for Network Operations Center capacity

* Supervises employees including selecting, training, assigning and evaluating work, counseling, and corrective action

* Performs other related duties as required

Requirements :

* 8+ years' experience network and broadcast/video operations management

* 3+ of those years in managing global NOC and Customer Support teams

* Must be comfortable and able to work overnight schedules in high priority escalation scenarios

* Demonstrated experience implementing call center and contact center solutions for enterprise

* Degree in Computer Science, engineering, IT or related discipline, is preferred

* Experience developing and implementing operational plans, which may include budgets, processes and infrastructure methodologies

* Knowledge of methods and procedures for managing instrumentation and process control operations and troubleshooting

* Customer support experience

* Must be eligible to work in the U.S.

General Knowledge of these areas are helpful, but not necessary:

* Experience in data center/WAN/LAN/telecommunication administration

* Broadcast/video related experience

* Internet protocols, experience configuring IP networks and troubleshooting in a Linux environment

* Experience working for an ISP or admin troubleshooting for an enterprise network

* Experience in an operational role supporting services delivered over the Internet

Supervisory Responsibility: yes

Work Environment :

* Flexible work schedule to accommodate seasonal live event schedules

* Prolonged periods sitting at a desk and working on a computer

* Moderate noise (i.e. business office with computers and phones)

Location (city, state or zip code) You must select a location. Education status You must select an education status answer. Seeking for You must select a seeking status answer.