Program Manager, Porting Service Analyst
The Program Manager/Porting Service Analyst is expected to manage SP Number Portability Projects and relationships related to the Mass Porting/SPID Migration projects. The individual must coordinate communications among the service provider and the iconectiv internal stakeholders (e.g. Account Management, Industry relations, Performance and DevOps etc.).
We are looking for someone that can be a team player and has strong problem-solving, good hands on technical and communication skills. This individual must ensure that all requirements, such as service level agreements (SLAs), key performance indicators (KPIs), such as the statement of work (SoW), the contract, and supporting attachments and addenda.
The right candidate will have a high degree of personal motivation, good leadership capability, a deep understanding of Porting Industry, and a strong personal work ethic. The right candidate will have demonstrated success in negotiating contracts, communicating concerns, enforcing compliance, and resolving issues in a timely, favorable manner. This individual must have a track record of sustaining established relationships while continually improving processes and performance to maximize value. Ideally, the candidate will be a strong negotiator, leading in a team-oriented culture, and a model of influencing peer-group behavior and promoting collaboration regarding service quality and communication.
Responsibilities:
- Support the following types of calls, questions, or tickets:
- Customer Service
- Application Troubleshooting
- Managing/Assisting customers performing related tasks.
- Executing planned porting activities for service providers.
- Monitor and respond to multiple channels of customer contact including Customer Portal, Chat, Email, and Phone
- Execute and manage Large Service Provider Porting Projects
- Guiding/Executing planned porting activities for service providers (SV porting, MUMP, Pooling requests & SPID migrations)
- Manage the overall relationships between Service Providers and iconectiv, as well as interface with internal stakeholders
- Manage Customer Profile, Contacts & Customer Portal updates
- Track completion and/or adherence to all contract deliverables and obligations
- Internal reporting of program metrics and status
- Application Troubleshooting - Use critical thinking skills to troubleshoot incidents which will also include working with other departments to satisfy customer needs.
- Learn and understand all the training materials provided associated with the industry, the application, customer service, and related processes/procedure
- Ensure service level agreements and metrics are achieved per governing contracts/statements of work
- Drive best practices, implement process improvements, and monitor value realization
- Ensure standard operating procedures are documented, updated, and accessible
- Assist with special projects and other duties as assigned.
Required Qualifications:
- Prefer a BS Degree with a technical, business or management focus.
- In addition to degree, there is a minimum of 10-15 years of previous experience in IT, partner management, or equivalent experience, with at least 5 years’ experience in building and delivering services for Telecom customers.
- Evidence of deep operational, business, and industry (Telecom network re-arrangements projects) knowledge.
- Demonstrated success in project management and delivering on time, within budget, with the desired scope
- Demonstrated ability to exert leadership through interpersonal and influencing skills.
- Exhibits relentless attention to detail.
- Highly motivated team player.
- Self-starter that can work with minimal oversight as required.
- Excellent communications skills, both oral and written, both technical and non-technical.
- Ability to manage technical, business and sensitive customer issues through clear communications, broad awareness to independently develop resolution paths and manage their execution.
- Demonstrated ability to understand customer contracts and project requirements and how to develop plans to meet them.
- Proven ability in negotiating contracts that contain favorable terms and adequately establish expectations for SLA, KPIs, penalties, and incentives
- Working knowledge of Microsoft Excel, Word software, Microsoft Project.
- Strong Project/Program management and Client Management skills.
- Highly adaptable and strong ability to work with all levels of people and environments, interacting and coordinating with multicultural collocated and remotely located technical teams.
- US Citizenship Required
Director of Infrastructure Services
Responsibilities:
The Director of Infrastructure Services is responsible for providing leadership and professional development of a high performing team focused in the iconectiv Operations organization. Responsibilities include oversight of Data Center Operations, Business Analytics, Operations Quality Assurance and Deployment, Infrastructure and Application Change Management, Operations Tools Development, and ITSM System Administration and vendor management. This position is also responsible for ensuring the service levels associated with the above infrastructure and services operate at a level acceptable to the business while maintaining cost.
- Manage the assigned technical team ensuring they understand their roles, responsibilities and KPIs
- Continuously review, adjust and train the assigned technical team to ensure their capabilities remain current and relevant to the underlying infrastructure and services
- Manage and drive the maturity of the key processes associated with Infrastructure Support Services, Data Center Management and Vendor Management.
- Work in conjunction with NOC/SOC and Help Desk management to successfully operate the NPAC while meeting all required SLR requirements
- Provide direction regarding the strategic roadmap for infrastructure and network services
- Actively work with peers and senior management to build and maintain strong, productive working relationships
- Effectively manage the lifecycle of existing infrastructure and network services
- Manage the administration and maintenance of all data center and network infrastructure
- Working with iconectiv Security teams, manage the logical security associated with all data center and network infrastructure including the associated remote business unit components complying with all audit requirements
- Facilitate the relationship with our Data Center partner and the dedicated vendor support team
- Provide the Disaster Recovery services associated with recovering the infrastructure and network services as per agreed recovery timelines
- Manage the service delivery relationship with key vendors ensuring they deliver their respective services at acceptable levels and cost.
- Effectively manage vendor relationships and support/maintenance contracts and renewals.
- Work closely with the Corporate Finance teams on the management of associated cost and budget planning.
Requirements:
- Bachelor’s degree in computer science, information systems, computer engineering or equivalent industry experience
- 12+ years of management or technical leadership experience
- Experience managing external service providers and associated relationships
- Experience developing technology roadmaps
- Experience successfully implementing agreed technology roadmaps
- Experience delivering the right services at the right price in a rapidly changing business environment
- Knowledge of enterprise data center and networking best practices
- Broad industry knowledge of infrastructure and network services trends and directions
- Strong underlying technology understanding with the ability to function as an interpreter of complex infrastructure solutions
- Excellent verbal, written and presentation skills
- Knowledge of personnel processes and procedures
- Strong understanding of the organization’s goals and objectives including key service processes
- Ability to adapt to changing priorities and multiple projects simultaneously
- Strong interpersonal skills including the demonstrated ability to work with executive leadership
- US Citizenship Required