IT Manager

. Responsible for the day to day supervisory and technical lead functions for 24x7 application monitoring center.
. Responsible for insuring that the overall objectives of the STCC are met.

. Interview and hire the positions that will be dedicated to the STCC.

. Work with the department support managers in integrating STCC functions within existing support staff for on-hours support.

. Develop an ongoing training program to bring new hires up to full competency level as it relates to signaling applications.

. Utilize formal and informal techniques as part of the overall training program.

. Lead team when an outage should occur.

. Insure response procedures are followed and that internal bridge calls are established as defined by departmental procedures. Lead external conference calls as it pertains to STCC situations such as occurrence issues (outages etc), course of action or action plan, resolution.

. Requires on-call responsibilities.

. Document Outage Communication Reports when outages or degradation in service requires formal external communications to impacted customer.

. Oversee and supervise off-hours ticket processing for strategic international customers, primarily in the Asia-Pacific region.

. Ensures adherence to the controls, policies and procedures that guarantee high levels of efficient and accurate performance of critical operations functions. Insure that formal procedures are created, documented and followed specific to the STCC.
. Observe and evaluate off-hours STCC performance and effectiveness. Report back to management the overall status of the launch, and where deficiencies exist and recommend resolution.



Position Requirements:

Required Skills/Knowledge/Experience:
. BS/BA or equivalent experience in an Operations or Technical Support Environment
. 5 years supervisory experience in managing a technical team with a common purpose
. 3-5 years experience in managing a 24x7 operations staff
. Experience in developing, communicating and enforcing departmental procedures
. In-depth knowledge of the Wireless Industry and ANSI 41
. Experience launching new support centers or departments
. Project Management knowledge

Required Interpersonal Skills:
. Demonstrated leadership skills
. Demonstrated problem solving ability
. Basic Coaching skills
. Strong oral and written communication skills
. Strong customer service skills
. Strong control and follow-up skills
. Strong organizational skills
. Strong negotiating skills
Strong conflict resolution skills



Experience/Skills
5 years technical supervisory exp., 3+ years of managing 24x7 ops. staff, Wireless Industry exp., ANSI 41 exp., Project Management.

Other desired skills:
5 years technical supervisory exp., 3+ years of managing 24x7 ops. staff, Wireless Industry exp., ANSI 41 exp., Project Management.