Network Operations Manager

4 weeks ago

Cebu City, Philippines Staff4Me Full time

Scope of Work

  • Conduct monthly/quarterly/annual service reviews with clients.
  • 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 Network Operations Center (NOC) team as they work to resolve tickets pertaining to MACD’s (Move/Add/Change/Disconnect), Down equipment BAP/Software, questions, and escalated guest tickets.
  • Participate in the daily NOC briefings.
  • Review tickets for trending issues.
  • Work with clients to ensure solution of open issues and other problems impacting client satisfaction (“own the resolution”).
  • Work proactively across the various customer-facing and customer-impacting functions at Single Digits to identify potentially at-risk clients.
  • Coordinate with the Account Management team to ensure Single Digits can maximize renewals, cross sell, and upsell.
  • Review output from customer experience measurement channels (Net Promoter Score (NPS), support surveys, sentiment analysis, etc.) to develop and lead action plans to ensure client satisfaction.
  • Partner with our Deployment, Launch and Training teams to ensure a positive experience for new and renewed customers.
  • Act as a liaison and advocate between our clients and all other Single Digits teams.
  • This is a customer facing point of escalation and may require a flexible schedule, engagement outside of normal working hours, and a commitment to an issue until resolution is reached.
Technical Requirements
  • Meet deadlines, creating strategies, collaborating with other teams, and staying on top of trends/issues.
  • Analytical skills and attention to detail.
  • Strong comprehension and understanding of trends and an ability to respond to customers queries.
  • Creativity and an ability to produce innovative and original ideas.
  • Team working skills.
  • Great written/email and verbal communication skills.
  • Experience working in Salesforce is a plus.
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