Operations Supervisor

Job Summary: 

An Operations Supervisor is an individual who is well versed in the understanding of technology and strategic business acumen. The role requires both broad and deep technology knowledge and the ability to achieve a key result or a group of aligned results. The position requires a demonstrated ability to effectively engage internal and external customers related to the lifecycle of a project and/or customer deliverables. As demonstrated by a combination of work and/or task management experience, an Operations Supervisor is expected to posses the skill to guide, instruct, lead, assist and/or be the sole owner of project and/or task deliverables germane to the successful deployment, installation and/or maintenance of Optanix's Day2 systems. An Operations Supervisor is also expected to posses the skill and experience to coach, support and/or assign tasks, as appropriate, to specific members of the Optanix Support organization best enabled to deliver the necessary results. This is an individual who is structured, resourceful, confident, organized and skilled at expectation management and customer service. 

Knowledge Skill Requirements: 

· Ability to serve as a cohesive team member ensuring quality project and/or task deliverables. 

· Skill in identifying, prioritizing and assigning project and/or task deliverables. 

· Ability to create original high quality project based customer facing documentation. 

· Knowledge of informational technology platforms pertaining to converged network environments. 

· Skill in technical communication, planning and preparation of written material. 

· Skill in effectively serving a diverse customer base. 

· Ability to synthesize project information while maintaining the scope of a project. 

· Effective oral and written communication skills. 

· Ability to facilitate impromptu written and oral presentations to internal and external customers. 

Job Duties: 

v Post-sale support of a Day2 award. This includes the assignment, guidance, and direct responsibility of: 

o Other post-sale requirements may include consulting arrangements, emergency on-site response, or other similar requirements. 

o The ability and willingness to travel to support post-sale project requirements. 

o This includes the installation, implementation, maintenance and/or support of Optanix products. 

o Participate in: Day2 job package review and planning activities; the preparation, maintenance and communication of project and/or task forecasts/timelines; customer contact for project and/or task communications; the review, audit and/or reconciliation of CaseSentry deliverables; facilitation of project and/or task deliverables; and the managing of a work plan and project documentation (e.g. meeting minutes) to ensure work is completed on time and within budget. 

v Manage Customers issues 

o Defining impact and taking ownership of real time issues. 

o Marshaling resources based on customer impact. 

o Tracking engineer updates and follow up of open issues. 

o Communicate impact, next steps, resolution, and customer sentiment to internal and external stake holders. 

o Managing customer calls, escalations, and P1 incidents as the come into the service desk. 

v Participate, lead, enable, monitor and provide guidance for: 

o A highly motivated technical team of internal resources chartered to successfully maintain a diverse Day2 customer base. 

o New, existing and/or proposed Day2 task management planning activities. 

o Optanix Platform with Day2 project renewals. 

o Optanix Platform with Day2 project deliverables. 

o Internal customer Optanix Platform with Day2 deliverables. 

v Proactively manage and communicate project and/or task risks and issues. Makes recommendations to teams with issues/barriers to continue project. Recommends solutions to conflicts, issues between multiple teams. 

v Provide documentation needed for the development of user guides, release notes, and/or training materials. 

v Other duties: Participate in special projects and perform related duties as assigned by department management. Additional duties may include after-hour on-call support and after-hour project and/or task support. 

Experience: 

A minimum of two years network, server systems and/or converged network experience plus a minimum of three years technical and/or project leadership experience. Extensive computer skills, including the use of office productivity software, such as word processing, spreadsheet, presentation software, and e-mail are required. 

Certifications: 

CCNA and CCVP preferred.