Director, Managed Network Operations in Earth City, MO at Interface Security Systems

Date Posted: 6/24/2019

Job Snapshot

Job Description

At Interface, it’s the human equation that drives us.

Headquartered in St. Louis, Missouri, Interface is uniquely qualified to be the one source for safeguarding customer data, people, and assets. As the leading national provider of cloud-based managed network services and security systems for retail, commercial and small business customers, we provide the industry’s most comprehensive bundle of integrated solutions that connect and protect some of America’s best-known companies.

Our service offerings include PCI-compliant private secure managed broadband, managed digital voice, alarm/event monitoring, interactive video surveillance, managed access control and fire/life safety systems. Multiple UL-Approved 5-Diamond CSAA Certified Secure Operations Centers monitor, manage and support their system, backed by a nationwide service delivery infrastructure.

Interface believes in the philosophy of listening to our customers and addressing their needs. We are guided by integrity as well as an all-consuming desire to exceed expectations and foster long-term partnerships. Our goal is nothing less than complete customer satisfaction. And we strive to achieve it by providing responsive, accommodating service to each and every one of our valued clients.

ROLE SUMMARY:

The Director of Managed Network Services Operations is responsible for leading a team of network support personnel that provide end/end support for a managed network services offering.  This position is responsible for managing & leading a team that owns all aspects of the restoration and support processes required for the customers that Interface provides a broad set of managed IP network services to.  

As the departmental Director, this position is responsible to lead, manage, and develop the internal network support teams as required to meet/exceed both the internal quality/cost performance standards, as well as, the customer SLAs.  

In doing so, this position is responsible for managing department fundamentals; ie. supporting employee training, managing time reporting and work schedules, employee development including hiring, training, mentoring, performance management, and when necessary, counseling and termination cycles.  

The functional focus of this role is on ensuring that the network fault isolation, repair, service restoration, & root cause analysis processes are all executed accurately, efficiently, and with an exceptional customer experience.  

Network services supported are IP-based and include data, voice, video, and security service offerings.  Those services are coupled with various managed service overlays.  As such, this position requires someone with a strong technical background in IP networking, voice/data telecom fundamentals, and that retains a strong working understanding of the logical fault isolation cycles associated with Layer2 and Layer3 voice/data networking. 

This role is also responsible for directly supporting enterprise customer escalations, leading process development changes, performing data analysis and reporting, automation initiatives, and leading various internal projects. 

As the departmental leader, this position will be called upon to lead various improvement initiatives that are focused on improving the customer experience, that create operational efficiencies, that provide operational innovation, and those that enable scale through improved performance standards, process mechanization, and further automation.   

 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

  • Leading initiatives to ensure that overall goals and objectives are met. Goals range from cost/budget objectives and customer SLA attainment to process and quality initiatives and efficiency improvements. Doing so requires analysis, reporting, clear/regular communication, regular performance measurement/display, planning/administration, and effective priority mgmt. 
  • Managing day-to-day network service support and restoral processes, which requires direct engagement with Interface’s customers, their leadership, and with their support teams. Must also build strong working relationships with and coordinate closely with various internal peer organizations including Engineering, Field Services, Account Management, and Delivery teams. 
  • Ensuring internal cost/quality and customer experience standards and SLAs are met day-to-day. This requires someone that can keep a close eye on several different performance indicators in parallel, that can manage multiple tasks simultaneously, that can juggle priorities, and that can delegate and follow-up effectively.  
  • Regularly reviewing KPIs to determine support center’s overall cost/quality performance levels required to understand functional strengths/weaknesses and ultimately to identify and drive process/training/performance improvement initiatives aimed at further improving overall performance. 
  • Actively participate in leadership meetings. Responsible for contributing in leadership meetings and in preparing analysis/summaries/reports/presentation materials that will be included in various customer meetings and leadership presentations. 
  • Enthusiastically direct and lead a diverse team of agents, contractors, and external service providers; ensuring appropriate staffing levels, objectives, support, and career development plans are in place. Train, coach, motivate, and mentor as required. Interview, hire, train, develop, and promote high performing individuals. Conduct annual performance reviews for direct reports. 
  • Directly engaging with enterprise clients, which includes regularly leading meetings, discussion forums, conference calls, participating in analysis and process projects, supporting escalations, and occasionally traveling to the customer’s location to participate in meetings. 
  • Leading an off-shore network support team, which includes coordinating training cycles, organizing documentation, measuring performance, regularly participating in project and escalation cycles as needed. 

Job Requirements

QUALIFICATIONS

  • Past experience managing delivery, support, or field teams that are focused on delivering/supporting IP services
  • Ability to lead, motivate, and mentor technical resources
  • In-depth experience supporting public & private Commercial IP Network services
  • Strong working understanding of Layer2/Layer3 network fundamentals, OSI model, traditional routing/switching equipment, and logical fault isolation procedures required to effectively support IP Networks
  • Strong understanding of voice network fundamentals; ie. Basic public network architecture, number portability processes, traditional business voice solutions, VoIP, and number portability.
  • Ability to manage to defined operational & performance goals that support business objectives
  • Experience supporting or delivering commercial/retail network services
  • Experience engaging with Sr. Level leaders across the business
  • Capability of independently gathering data and performing thorough performance analysis
  • Deep working understanding of ITIL support process standards

 EDUCATION and EXPERIENCE 

  • BS/BA degree preferred. (May be substituted with relevant or equivalent work experience)
  • 4+ years’ experience leading customer-facing Support or Delivery teams focused on IP Network services
  • 6+ years’ experience leading various IP Network and IT-oriented projects; ie. Process, training, performance, analysis, integration, automation, etc.
  • Broad IP Network experience in Customer-facing Support or Delivery organizations
  • Broad IT expertise including working knowledge of ITIL v3 Service Management.
  • Proven technical problem solving, business process development, and analytical capabilities
  • Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and executive management.

    PHYSICAL DEMANDS 

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, employee is regularly required to sit. Employee is frequently required to talk or hear to interact with employees/customers/vendors. Employee is occasionally required to walk and stand. Employee may occasionally lift objects up to 15 pounds which may include small equipment.  Specific vision abilities include close vision, depth perception and ability to adjust focus to view data reports, work orders/tickets, contract/agreements and other company material.

     

    WORK ENVIRONMENT  

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Work is performed indoors in a fluorescent lit workspace at Employer’s office. Employee will occasionally be required to travel by airplane and/or motor vehicle. Employee will occasionally be required to stay overnight in hotel.

    Interface offers a competitive compensation package based on education and experience plus excellent benefits that include medical, dental, vision, 401(k), paid time off, the opportunity for growth and much more. 

    Interface Security Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.  The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship. 

    Interface Security Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Security Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.