Enterprise Technical Support Manager
3 days ago
We are seeking a highly skilled and experienced Enterprise Technical Support Manager to join our team. As a key member of our operations center, you will be responsible for managing a team of technical support professionals and ensuring timely issue resolutions for our clients.
Key Responsibilities:
- Manage a 24/7/365 Enterprise Technical Support (ETS) center and ensure timely issue resolutions.
- Develop incident coordination policies and procedures for escalations, notifications, and resolutions.
- Communicate with internal engineering teams to provide or receive information regarding network event status.
- Initiate testing scenarios to ensure continuity of operations and solidify disaster-preparedness across geographically dispersed support centers.
- Monitor technicians and provide constructive feedback to ensure quality and consistency.
- Coach and mentor teams to meet very aggressive MTTR and ticket-handling objectives.
Requirements:
- Six or more years of network troubleshooting experience.
- Bachelor's degree in computer science, electrical engineering, or a related field.
- Knowledge of IP networking fundamentals.
- Project management and English communication skills.
- Proven history of multi-tasking and managing multiple initiatives.
Preferred Qualifications:
- Management experience in an operations center.
- Industry-specific professional-level network certifications.
- Knowledge of L2 and L3 VPNs, LAN, WAN, network operating systems, switching and routing architectures, and VoIP switching platforms.
- Expert in protocols, such as RIPv2, OSPF, OSPF-TE, IS-IS, IS-IS-TE, BGP, MPLS, and SIP.
- Familiar with HFC, DOCSIS, CMTs, CWDM, DWDM, SONET, T1, Ethernet, and wireless technologies.
About Us:
Charter Communications is a leading provider of modern enterprise technology solutions that meet the unique needs of some of the country's biggest brands. We offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
Equal Opportunity Employer:
We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to growing a workforce that reflects our communities and providing equal opportunities for employment and advancement.
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