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Head of Service Operations

Company: OneWeb
Location: Salinas
Posted on: February 15, 2020

Job Description:

We're looking for a candidate to fill this position in an exciting company.

  • Manage, coordinate & evaluate handoff between Customer Service Center (CSC) and Global Command Center (GCC) to ensure all necessary customer information is available
  • Ensure incidents are documented by accurately and completely recording relevant information in technical logs & trouble ticketing system, including diagnostic results, multiple product correlation, and performance information
  • Drive Internal Escalations - follow escalation procedures when issues and/or impairments are not resolved in the prescribed amount of time to Global Technical Operations Center (GTOC)
  • Drive Daily Status reports (outstanding issues, ageing etc.) & reviews with senior execs
  • Perform daily reviews of ongoing open & closed tickets that may impact KPIs & SLAs
  • Execute After Action Reviews and recommend actions for the processes, tools, and people/training based on analysis of day-to-day activities, service levels
  • Regularly audit work being done & customer service being provided to ensure all service levels and standards are met and that any course corrections are carried out effectively & thoroughly
  • Conduct customer satisfaction surveys & report metrics including trend analysis
  • Assist with drafting of GCC processes, procedures & job aids with primary focus on incident management & change management industry best practices
  • Responsible for Knowledge Management & managing the e2e KM lifecycle
  • Provide employee Training & Onboarding for the service mgmt. team
  • Provide quality, timely, and accurate end-to-end support for any issues within defined areas of responsibility, including but not limited to phone, email and instant message (IM) contacts
  • Ensure smooth handovers between outgoing & incoming shift team members
  • Coordinate troubleshooting between OneWeb and its customers/partners/UT vendors /UT Installers, which may include coordinated testing
  • May be called upon to perform duties outside of normal schedule as part of the on-call rotation
  • Oversee the development of Operational Support and Readiness (OS&R) deliverables to ensure the GCC is operationally ready for new products and services
    • Bachelor's degree required, with a concentration in Engineering preferred.
    • 10-15 yrs. of Telecom experience including 5-6 yrs. of technical lead role in multi-technology Telecom/Satellite/IT Ops (NOC/GNOC/SOC, Command Center/Managed Services)
    • Willing and able to work in a 24x7x365 environment with experience in supporting high availability services in an Operations Center environment
    • Excellent knowledge and experience of processes, standards, tools & technologies in the Service Management domain in a telecom setup (e.g., ITIL, VeriSM, eTOM)
    • Adept in CXO engagements
    • Ability to support global customer base with their geographical and time challenges
    • Proven track record of successfully addressing challenging e2e service related issues through structured incident management & resolution process within the SLA boundaries
    • Wide range of technology background across multiple technology stacks (Wireless, Broadband, Telecom, IT, Wide Area Networks, Enhanced Packet Core, User Terminal, etc.)
    • Team player, excellent problem-solving skills, self-motivated, analytical
    • Flexibility with working hours desired, i.e. at peak times or in major events/incidents
    • Ability to use sound judgment while making quick decisions about complicated technical issues
    • Ability to accomplish multiple tasks within the agreed upon timeframes through effective prioritization of duties and functions in a fast-paced environment
    • Excellent interpersonal skills with emphasis on written and oral communication skills

Keywords: OneWeb, Salinas , Head of Service Operations, Other , Salinas, California

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