About the Position:
Daily duties and responsibilities include: Acting as an operational escalation point for a customer aligned team of NOC technicians, ensuring prompt resolution or escalation of any and all tickets, building and maintaining a relationship with our customers, ensuring our shared pools of technical resources are properly caring for our customers.
The SGL (Support Group Lead) is a highly visible, customer facing position with the following responsibilities:
- Ensure a knowledgeable, consistent, and positive experience for our customers
- Manage all aspects of the OSR lifecycle including hiring, firing, training, performance management, etc.
- Maintain knowledge of problematic sites and use that knowledge to facilitate quick resolution or escalation of any outage
- Engage in and review severity 1/2 tickets as required
- Act as an escalation point for all members of the NOC team as they work to resolve tickets pertaining to:
- MACD’s
- Down equipment
- BAP/Software questions
- Escalated guest tickets
- Participate in the daily NOC briefings
- Maintain an expert level knowledge of our customers
- Develop a relationship with key stakeholders within each account. Use this relationship to improve the SD reputation and enable us to participate in additional opportunities.
- Act as an advocate for your assigned customer group
- Review tickets for trending issues Daily/Monthly
- Compare Tickets to Authentications Daily
- Review dashboards to ensure we are meeting SLA’s hourly/daily/monthly
- Facilitate resolution of open items throughout support, conference, break-fix, Product, PSG, and development.
- Continue a regular dialog with your account team peers in other departments; Sales, Product, Call Center, etc.
- Attend large project internal kick-off meetings (gt;~$150k)
- Attend onsite acceptance testing for larger projects (gt;$300k)
- Attend regular PSG to support handoff meetings (weekly/monthly)
- Know new customers before they hit the support team. Ensure the NOC is prepared for success
- Participate in QA reviews of a site post-project
- Act as a dedicated point of contact for assigned accounts as needed
- Act as a managerial escalation point for all issues pertaining to the assigned account
- Ensure proper communication to key stakeholders during and after an outage situation
- Ensure the support team is following all policies and procedures related to your assigned account
- Be aware of each outage and consolidate tickets whenever possible
- Facilitate the movement of Severity 1/2/3 tickets following protocol
- Ensure the team quickly identifies severity 1/2 outages
- Motivate and drive the team to maintain the following KPI’s
- 0 unassigned tickets
- All tickets updated every 24 hours
- 0 tickets older than 5 days
- Ensure all billable items are sent to sales via the TSR process
- Act as an SME to the training department
Requirements
JOB REQUIREMENTS
- 12+ Months in a highly visible customer facing position
- Previous experience managing people and leading a team
- Excellent communication skills
- Basic understanding of excel
- Completion of all training modules
- Knowledge of basic networking principles
- Previous account management and leadership experience preferred
- Previous education in Network Management a plus.
This position requires a highly-motivated individual willing to work as part of a team in an exciting, fast-paced environment. Providing excellent customer service and maintaining a high level of professionalism at all times is expected. A proven track record of punctual and consistent attendance must be provided. Flexibility in scheduling a must; evenings and weekends.