Enterprise Technical Support Manager

3 days ago


Austin, Texas, United States Charter Communications Full time
Job Summary

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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