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Manager Service Center - Spectrum Enterprise Navisite

Andover, MA

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Client Reference Code: 222375About Spectrum EnterpriseSpectrum Enterprise, a part of **MEMBERS ONLY**SIGN UP NOW***., is a national provider of scalable, fiber-based technology solutions serving many of America's largest businesses and communications service providers.The broad Spectrum Enterprise portfolio includes Internet access, Ethernet access and networks, Voice and TV solutions extending to Managed IT solutions, including Application, Cloud Infrastructure and Managed Hosting Services offered by its affiliate, Navisite.Our industry-leading team of experts work closely with clients to achieve greater business success by providing these right-fit solutions designed to meet their evolving needs.For more information, visit SummaryThe Navisite Service Center Manager reports into the Director, Navisite Service Center. This position has responsiblitlies for all shift employees (24x7x365) as well as providing direct management oversight of the Shift Supervisors (5). The NSC Manager will responsible for the execution of the incident management process flow, related reporting and overall day-to-day functions of the Service Center. Manager will oversee creation of documentation as it relates to Knowledge Management and functional SOPs Major Duties and ResponsibilitiesWorking knowledge of Navisiteu2019s entire OSS stack (Remedy, IPSoft, BMC Suite)Oversee the ticket handling process and manage to existing OLAsProvide first level 24x7x365 escalation support for the NSC in support of Navisiteu2019s clientsAssist with client calls where and when necessary in pursuit of the highest level of client satisfactionAssist clients to correctly identify the source of their problems and troubleshootMust establish and maintain metrics that help provide a high level of productivity, supportability, and operational readiness while also participating in project planning activities such as infrastructure enhancements and change management controlsStrategize on maximizing efficiencies for a scalable operation to improve the overall client experienceIdentify and remediate deficiencies with the Navisite Service Center Manage and maintain on-boarding process for training new-hires and re-training existing employees as neededEnsure staff is scheduled such that there is adequate coverage to satisfy all internal OLAs and external SLAsSchedule and administer a comprehensive training schedule for all of the NSC (US and India)Define and develop key performance indicators and measurements to ensure efficiencyEnsure all client SLAs are met (End to End accountability for the lifecycle of the client incidents)Ensure escalated issues are resolved thoroughly and timelyResponsible for conducting yearly review, salary increases and being a part of the hiring and termination processEnforce quality standardsRequired QualificationsStrong experience in a NOC/HelpDesk environment.Minimum of 10 years Supervisor/Management experience in a Call Center/NOC environment. Experience working in a 7 x 24 x 365 managed services environmentMust have strong customer service and communication skills Understanding of Cloud Offering (On Prem, Off Prem & Hybrid)Understanding of enterprise networking environmentsExcellent verbal and written communication skillsExcellent organizational and teamwork skillsExperience with basic network troubleshooting tools (ping, nslookup, traceroute, etc)Experience with SNMP, SSH and other TCP protocols including,http, https, smtp, dns, ftp, ntpEducationCollege degree in related field and/or practical experience in the fieldCertification or related technical training with 5 years experienceStrong ITIL Foundational v3 understanding a plusRelated Work ExperiencePrior Call Center, NOC or SOC related experience in a mid to large sized Cloud/Managed Services organization a plus. Working ConditionsOffice/Data Center setting located in Andover, MAShift: Monday-Friday 9:00AM-5:00PMReports to NSC DirectorJob Code : ENO510 Mgr, NOC Exempt 222375BR

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