MegaPath

  • Manager, Access Provisioning

    Posted Date 2 weeks ago(4/10/2018 4:33 PM)
    Job ID
    2018-5192
    Location
    VA05-Herndon VA
  • Overview

    MegaPath is a leading business communications and network provider that helps businesses fully leverage the cloud. MegaPath’s award-winning service portfolio includes Voice, Unified Communications, SD-WAN, WiFi, and Internet services, backed by dedicated project management and 100% US-based technical support. MegaPath is uniquely positioned to deliver custom managed solutions to businesses that desire a broad range of high-value services from a single nationwide provider. With over twenty years of expertise, MegaPath empowers businesses of all sizes to simplify operations, improve communications, increase productivity, and lower costs.

    Responsibilities

    Manage a team of MegaPath Activations Tier 2, Tier 3, Team Leads, and Supervisor.

    You lead, motivate, mentor, supervise, manage and ultimately responsible for the on-time delivery of MegaPath products/services and SLAs assigned to your team

    - Resolve customer escalations via direct verbal communication and written communication
    - Work on internal/external projects as directed by management
    - Directly interface with customers and customer project management teams to continually provide support for solution development and implementation.
    - Develop, maintain and report on Key performance indicators for the product performance
    - Call Center: Management of inbound call teams with metrics of ASA, AHT, Service Levels, and forecasts
    - Process and procedure knowledge with experience in reviewing, editing, formalizing, and driving training to the technician level
    - Detail oriented in circuit delivery, testing, troubleshooting, documentation, and training
    - Creating process to improve case/trouble ticket work and provide next level training design
    - Ticket Management, team management, team dynamics, leadership, and strategic thinking

    Qualifications

    Network education:

    - Qualified candidates will have intermediate ILEC design and working experience.
    - Hands on IPv4/IPv6 routing & router experience for commercial WAN/LAN networks.
    - Configuration experience of router services such as IPSEC, DNS, ACL’s, Port Forwarding, NAT & DHCP
    - Intermediate Interface knowledge, Error statistics, Event logs, Sync loss & DLCI creation
    - Ethernet experience of Half/Full duplex, VLAN, Firewall policies
    - Network RFC’s such as 1483/1490, Wireless, Encapsulations such as MLPPP, PPPOE, MLFR

     

    General Qualifications

    BA/BS plus 3-5 yrs experience (or) MBA, MA, MS with 2-3 yr experience

    - Ability to resolve complex issues in creative/efficient ways
    - Ability to exercise judgment in selecting methods/techniques/criteria of obtaining results
    - Ability to network w/key contacts with internal and external organization
    - Ability to determine methods/procedures on new assignments
    - Proven record of successfully managing operational teams

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