What you’ll be doing...
You will be responsible for leading a team providing 24/7/365 monitoring of highly complex solutions which include Contact Center support and managed services for complex customer deployments.
This position is for an overnight supervisor role Monday – Thursday 9pm – 7am.
Serve as a leader of a team that acts as primary responder for all server, application and network issues along with customer escalations, monitors the progress of events and supplies the customer with updates.
Oversight of all incident and change management activities that occur during shift.
Resolve incidents in a timely manner, ensuring that the service SLAs are met.
Act as an incident manager on incident bridges.
Supervise, mentor and train the ISD engineers on standard operating procedures (SOP).
Develop and continuously improve SOPs.
Ensure that Service and Change requests are executed in a timely manner and ensure SLA’s are met.
Assist in the development of workflows and procedures for the team based on industry standard framework.
Leadership, supervision and development of the ISD team.
Constant improvement of processes and procedures.
Part of management on-call rotation for weekends.
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Four or more years of relevant work experience.
Experience with Change Management processes and procedures.
Even better if you have:
Experience managing and supervising resources.
Leadership experience in a technical environment.
Experience managing technical resources in a customer-facing environment.
Experience hiring and managing technical resources.
Experience in designing, documenting and writing deliverable plans for building high performing operations teams.
Strong customer service orientation with excellent verbal and written communication skills.
Experience with a standardized framework of policies and procedures, previous experience leading operations team supporting large-scale server and network environment and experience leading a team responsible for operating 24x7x365.
Experience working as a support engineer delivering managed services.
Ability to translate a complex problem into a simpler language for the customer and vice versa.
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.