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Operations Signaling Support Manager
2 months ago
About Syniverse
Syniverse is a leading provider of innovative technology solutions for the telecommunications industry. Our mission is to enable global connectivity and drive business success for our clients.
Job Summary
We are seeking an experienced Technical Support Manager to lead our Signaling Operations team. The successful candidate will be responsible for supervising the team's functions, including employee scheduling, training, and professional growth plans. This role requires a strong technical background and excellent leadership skills.
Key Responsibilities
- Lead the resolution of customer problems, issues, questions, and concerns after the implementation process, meeting and/or exceeding customer expectations.
- Assist customers and operations personnel with their problems, issues, questions, and concerns, which are of a more technical nature, meeting or exceeding customer expectation.
- Participate in crisis bridge conference calls; pull resources as needed to provide just-in-time triage, troubleshooting, and restoration of customer service.
- Build strong team competencies in the operations area; develop, train, and motivate the staff to meet individual, departmental, and business unit objectives, as well as ensure individual career growth and development.
- Inspire the team to stretch capabilities and achieve increasingly better operational metrics QoQ and YoY.
- Develop product support plans and provide customer feedback on the effectiveness of the support activities.
- Implement a follow-the-sun model of service delivery, with assignments balanced between geo-distributed operations teams worldwide.
- Track and identify potential alternatives to improve the reliability and operational effectiveness associated with SYNIVERSE's existing signaling architecture.
- Identify system deficiencies and failure patterns and coordinate necessary corrective actions.
- Provide input to management regarding the development and implementation of network and monitoring tools, to effectively and efficiently service products.
- Generate both, internally and externally requested metrics, reports, files, output to monitor, measure, and improve signaling support processes.
- Work effectively with multiple stakeholders and auxiliary functions in the organization to drive the importance of engaging global teams to business success.
- Work with senior leadership team in advocating process and technical changes that can positively impact Syniverse' operational metrics.
- Drive a culture of technical innovation by embracing automation in every aspect of Technology Operations.
Requirements
- BS/BA in Computer Science, Engineering, or equivalent work experience.
- 4+ years supervisory experience in a technical service capacity, with 10+ years of relevant industry experience.
- 3-5 years' experience in a network engineering function in telecommunications or cellular industry in a technical capacity.
- Experience with multiple data communication protocols and transmission carrier services.
- Strong perceptual and analytical skills.
- Strong interpersonal skills and communication skills.
- Strong working knowledge of cellular switching and experience.
About Syniverse
Syniverse is a global company that values diversity, equity, and inclusion among its employees. We believe that our employees are our greatest asset and are committed to fostering an inclusive, collaborative, and transparent organizational culture.