NOC Support Group Lead - MDU (Non-Technical) (1245)

About the Position:

Daily duties and responsibilities include: Acting as an operational escalation point for a customer aligned team of NOC technicians, ensuring prompt resolution or escalation of any and all tickets, building and maintaining a relationship with our customers, ensuring our shared pools of technical resources are properly caring for our customers.

The SGL (Support Group Lead) is a highly visible, customer facing position with the following responsibilities:

• Ensure a knowledgeable, consistent, and positive experience for our customers
• Manage all aspects of the OSR lifecycle including hiring, firing, training, performance management, etc.
• Maintain knowledge of problematic sites and use that knowledge to facilitate quick resolution or escalation of any outage
• Engage in and review severity 1/2 tickets as required
• Act as an escalation point for all members of the NOC team as they work to resolve tickets pertaining to:
  • MACD’s
  • Down equipment
  • BAP/Software questions
  • Escalated guest tickets
• Participate in the daily NOC briefings
• Maintain an expert level knowledge of our customers
• Develop a relationship with key stakeholders within each account. Use this relationship to improve the SD reputation and enable us to participate in additional opportunities.
• Act as an advocate for your assigned customer group
  • Review tickets for trending issues – Daily/Monthly
  • Compare Tickets to Authentications – Daily
  • Review dashboards to ensure we are meeting SLA’s – hourly/daily/monthly
  • Facilitate resolution of open items throughout support, conference, break-fix, Product, PSG, and development.
  • Continue a regular dialog with your account team peers in other departments; Sales, Product, Call Center, etc.
    • Attend large project internal kick-off meetings (>~$150k)
    • Attend onsite acceptance testing for larger projects (>$300k)
    • Attend regular PSG to support handoff meetings (weekly/monthly)
  • Know new customers before they hit the support team. Ensure the NOC is prepared for success
  • Participate in QA reviews of a site post-project
  • Act as a dedicated point of contact for assigned accounts as needed
  • Act as a managerial escalation point for all issues pertaining to the assigned account
  • Ensure proper communication to key stakeholders during and after an outage situation
  • Ensure the support team is following all policies and procedures related to your assigned account
  • Be aware of each outage and consolidate tickets whenever possible
  • Facilitate the movement of Severity 1/2/3 tickets following protocol
  • Ensure the team quickly identifies severity 1/2 outages
  • Motivate and drive the team to maintain the following KPI’s
    • 0 unassigned tickets
    • All tickets updated every 24 hours
    • 0 tickets older than 5 days
  • Ensure all billable items are sent to sales via the TSR process
  • Act as an SME to the training department