Process and Performance Manager

POSITION OPEN: Manager, Process, Performance, and Systems Integration

DEPARTMENT:Network Operations

REPORTS TO:VP, Network Operations

LOCATION:Louisville, KY

JOB DUTIES INCLUDE, BUT NOT LIMITED TO:

JOB SUMMARY:

Responsible for the strategic direction and continuous improvement of Network and Services operations including the timely engineering, performance measurement, and improvement support of trouble, performance, and change management processes across various cross-functional groups to decrease the mean time to repair network impairments, and to increase the mean time before failure of network and service infrastructure. Also responsible for ensuring the highest quality processes are in place for the resolution of customer support calls and reported problems, and that the processes and properly implemented, measured, and improved. This position will examine every aspect of Operations to ensure we are driving towards practical standardization, maximum efficiency and effectiveness, and are consistently eliminating defects from our operations infrastructure, networks, and our business. This position provides documented direction to ensure the adherence to Fault, Performance, Network Change, and Security policies, and partners with execution (governance) groups to ensure compliance and continuous improvement.

Oversee the process engineering, performance management, and optimization of the following functions:

24 x 7 x 365 Operations Management (Trouble, Network Fault, Performance, Network Change, and Security)
·Network surveillance
·Quick resolutions – front line fix or route to higher level support
·Trouble ticketing and tracking of all faults via the Remedy system
·Change Management tracking and management via the remedy ticketing system
·Notification of critical outages management and field leaders
·Real-time root cause analysis of network events, failures, and post mortems
·Daily and weekly reporting of events to key management and field leaders
·Support the roll out of new services by ensuring pre-deployment management capability via our current network management infrastructure

Performance Management
·Standardize and manage the operational process management and handoffs between centralized and decentralized operations. (NOC, Provisioning, TRG, Call Centers, Field Operations, etc.)
·Continuously improve the processes developed to support all advanced services. (Video/Data/Telephony)
·Tracking, and trending of key performance metrics including customer, network, and staff metrics
·Root cause analysis of failures and network events, as well as, project managing those causes out of the business to increase network availability and customer satisfaction
·Coordinate with IT to ensure NMS, OSS, and BSS systems continue to mature to increase staff efficiency and effectiveness, reducing incremental network management costs


PREFERRED QUALIFICATIONS:

A.Skills/Abilities and Knowledge
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to supervise, mentor, and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Knowledge of telephony products and services
Ability to use tools to drive business process improvement (pareto charts, cause and effect diagrams, trend charts, pivot tables, pie charts, etc.
Must be familiar with advanced business improvement concepts (Sixth sigma, TQM, Scientific analysis, Statistical Process Control, etc.)
REQUIREMENTS
Education (level and type)
Bachelor’s degree in business or related field, or equivalent experience

Related Work ExperienceNumber of Years/Months
Service Provider experience3 to 5 years
Network Operations Experience5 to 8 years
Network Management Experience5 years
Service Assurance experience3 years
Personnel Management experience3 years
Sixth Sigma, Total Quality Management, or Statistical process control2 years

WORKING CONDITIONS:
Office environment