Manager, Enterprise Technical Support, Spectrum Enterprise

Spectrum - Charlotte, NC

Full-time - Manager

Charlotte, NC

10,001+ employees

Telecommunications

About the position

As a Manager of Enterprise Technical Support at Spectrum Enterprise, you will oversee the daily operations of a 24/7/365 Enterprise Technical Support center. Your role will involve managing a team to ensure timely resolution of network issues while providing exceptional communication to clients during escalations. You will be responsible for developing policies and procedures for incident management and coordinating with internal engineering teams to maintain operational continuity.

Responsibilities

• Manage event and incident requests or changes and serve as the initial point of contact for all major issues.
• Develop incident coordination policies and procedures for escalations, notifications, and resolutions.
• Communicate with internal engineering teams to provide or receive information regarding network event status.
• Initiate testing scenarios to ensure continuity of operations and solidify disaster-preparedness across geographically dispersed support centers.
• Monitor technicians and provide constructive feedback to ensure quality and consistency.
• Coach and mentor teams to meet very aggressive MTTR and ticket-handling objectives.

Requirements

• Six or more years of network troubleshooting experience.
• Bachelor's degree in computer science, electrical engineering, a related field or equivalent experience.
• Knowledge of IP networking fundamentals.
• Project management and English communication skills.
• Proven history of multi-tasking and managing multiple initiatives.

Nice-to-haves

• Management experience in an operations center.
• Industry-specific professional-level network certifications.
• Knowledge of L2 and L3 VPNs, LAN, WAN, network operating systems, switching and routing architectures and VoIP switching platforms.
• Expert in protocols, such as RIPv2, OSPF, OSPF-TE, IS-IS, IS-IS-TE, BGP, MPLS and SIP.
• Familiar with HFC, DOCSIS, CMTs, CWDM, DWDM, SONET, T1, Ethernet and wireless technologies.

Benefits

• Paid training
• Opportunities for advancement
• Comprehensive benefits that encourage a work-life balance
• Company support in obtaining technical certifications