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Technical Services Manager – VoIP / Trader Desk

Jersey City, NJ
OPEN JOB: Technical Services Manager – VoIP / Trader Desk
LOCATION: Jersey City, NJ (ON-SITE)
TARGET COMPENSATION: $130,000
 
  • The Technical Service Manager is the regional leader of the customer engagement team providing services to multiple Managed Service Group customers.
  • Will liaise cross-organizationally and with customers to ensure all contractual deliverables and commitments are being achieved.
  • Supervision of 24x7 shared Managed Services technical support team, managing Global Service Engineer shifts.  The objective of the 24x7 team is to respond to service calls, monitor the technical environment, perform preventative maintenance, and meet contractual SLAs.

RESPONSIBILITIES:
  • regional leader of technical support team dedicated to multiple Managed Service accounts, provide managerial and functional oversight to the 24x7 Global Service Engineer team.
  • Review key operational processes and procedures to ensure that 24x7 Global Service Engineer team adheres to ITIL best practices, implement changes as required. Maintain 24x7 shift schedule and represent Global Service Engineers.
  • Oversee functions of 24x7 Global Service Engineer team, and manage ticket lifecycle, updating status and routing to necessary support teams.

Ticket types include:
  • Incident Management – with primary focus to restore service within SLAs.
  • Execution of break/fix procedures.
  • Gathering and analysis of logs and information associated with incident for escalation to advanced support team.
  • Service Requests – pre-approved changes to provision services to end users
  • Change Requests – complex changes that require change board approval – manage preparation of change documentation and plans, execution of changes and validation.
  • Problem Management – open problem ticket with advanced support teams and communicate root cause analysis.
  • Preventative maintenance – manage daily systems health-checks and proactively open tickets on any issues found
  • Event management – react to alerts by opening incident tickets and initiating investigation.
  • Create and maintain all Work Instruction procedures and Run Books.
  • Manage the ongoing skills acquisition for Global Service Engineers towards first call trouble resolution.
  • Provide support for customer P1 process and oversight on critical case escalations.
  • Primary focal and coordination point with executives on critical business and technical matters
  • Own full lifecycle of incident and problems including authorship of incident report, impact assessment, root cause analysis and mitigation/remediation planning.
  • Meet all established SLAs and KPIs.
  • Provide escalation management as needed, including regular status updates to customer and internal stakeholders.
  • Review issue resolution with teams to foster improved internal communication and understanding of fault identification and troubleshooting techniques.
  • Ensure customer governance and change management processes are documented and followed.
  • Communicate customer status, concerns, and escalations to Regional Service Manager as needed.
  • Manage user expectations throughout the service request lifecycle. Provide regular communication to end users regarding status and resolution.

Job Requirements:
  • Engineering degree or equivalent is required with extensive experience managing a technical or operational organization.
  • Experience managing 24x7 team.
  • 3-5 years of front-line technical support and service experience.
  • High energy, motivated executive with prior experience in process optimization and ITIL based incident, change and problem management.
  • Experience working with a wide array of individuals from end users to customer’s business executives.
  • Experience in the financial services industry strongly preferred, specifically experience managing trading floor telecommunications and IT infrastructure.
  • Experience with Trader Voice technologies and Network Services, PBX or Voice Recording technologies is a plus.
  • Excellent organizational skills, written and verbal communication and negotiation skills.
  • Business and analytical capabilities, including budget management, capacity – efficiency analysis, and metrics analysis.
  • Flexibility and willingness to work non-standard hours on occasion to meet customer demand


If you are interested in pursuing this opportunity, please respond back and include the following:
• Full MS WORD Resume
• Required compensation
• Contact information
• Availability
 
Upon receipt, one of our managers will contact you to discuss in full
 
 
Zeke Goulbourne
Intermedia Group, Inc.
Cell Phone: 347-513-3874
Email: zekeg@intermediagroup.com
Corporate Web Site: 
https://intermediagroup.com/government/
 

 


OPEN JOB: Technical Services Manager – VoIP / Trader Desk
LOCATION: Jersey City, NJ (ON-SITE)
TARGET COMPENSATION: $130,000
 
  • The Technical Service Manager is the regional leader of the customer engagement team providing services to multiple Managed Service Group customers.
  • Will liaise cross-organizationally and with customers to ensure all contractual deliverables and commitments are being achieved.
  • Supervision of 24x7 shared Managed Services technical support team, managing Global Service Engineer shifts.  The objective of the 24x7 team is to respond to service calls, monitor the technical environment, perform preventative maintenance, and meet contractual SLAs.

RESPONSIBILITIES:
  • regional leader of technical support team dedicated to multiple Managed Service accounts, provide managerial and functional oversight to the 24x7 Global Service Engineer team.
  • Review key operational processes and procedures to ensure that 24x7 Global Service Engineer team adheres to ITIL best practices, implement changes as required. Maintain 24x7 shift schedule and represent Global Service Engineers.
  • Oversee functions of 24x7 Global Service Engineer team, and manage ticket lifecycle, updating status and routing to necessary support teams.

Ticket types include:
  • Incident Management – with primary focus to restore service within SLAs.
  • Execution of break/fix procedures.
  • Gathering and analysis of logs and information associated with incident for escalation to advanced support team.
  • Service Requests – pre-approved changes to provision services to end users
  • Change Requests – complex changes that require change board approval – manage preparation of change documentation and plans, execution of changes and validation.
  • Problem Management – open problem ticket with advanced support teams and communicate root cause analysis.
  • Preventative maintenance – manage daily systems health-checks and proactively open tickets on any issues found
  • Event management – react to alerts by opening incident tickets and initiating investigation.
  • Create and maintain all Work Instruction procedures and Run Books.
  • Manage the ongoing skills acquisition for Global Service Engineers towards first call trouble resolution.
  • Provide support for customer P1 process and oversight on critical case escalations.
  • Primary focal and coordination point with executives on critical business and technical matters
  • Own full lifecycle of incident and problems including authorship of incident report, impact assessment, root cause analysis and mitigation/remediation planning.
  • Meet all established SLAs and KPIs.
  • Provide escalation management as needed, including regular status updates to customer and internal stakeholders.
  • Review issue resolution with teams to foster improved internal communication and understanding of fault identification and troubleshooting techniques.
  • Ensure customer governance and change management processes are documented and followed.
  • Communicate customer status, concerns, and escalations to Regional Service Manager as needed.
  • Manage user expectations throughout the service request lifecycle. Provide regular communication to end users regarding status and resolution.

Job Requirements:
  • Engineering degree or equivalent is required with extensive experience managing a technical or operational organization.
  • Experience managing 24x7 team.
  • 3-5 years of front-line technical support and service experience.
  • High energy, motivated executive with prior experience in process optimization and ITIL based incident, change and problem management.
  • Experience working with a wide array of individuals from end users to customer’s business executives.
  • Experience in the financial services industry strongly preferred, specifically experience managing trading floor telecommunications and IT infrastructure.
  • Experience with Trader Voice technologies and Network Services, PBX or Voice Recording technologies is a plus.
  • Excellent organizational skills, written and verbal communication and negotiation skills.
  • Business and analytical capabilities, including budget management, capacity – efficiency analysis, and metrics analysis.
  • Flexibility and willingness to work non-standard hours on occasion to meet customer demand


If you are interested in pursuing this opportunity, please respond back and include the following:
• Full MS WORD Resume
• Required compensation
• Contact information
• Availability
 
Upon receipt, one of our managers will contact you to discuss in full
 
 
Zeke Goulbourne
Intermedia Group, Inc.
Cell Phone: 347-513-3874
Email: zekeg@intermediagroup.com
Corporate Web Site: 
https://intermediagroup.com/government/
 

 


 
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