Supv-IT Qual ASsur Job in Ashburn, Virginia US

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Position Responsibilities:

The Network Operations Supervisor oversees a group that develops best practices around service compliance and monitors and administers the order process work flow, testing, tier 2 support and 3rd party management.   This group monitors service quality levels to maintain compliance with customer Service Level Agreements including day to day work orders and managing priority/rush orders.  They contribute to the success of the DDC by reviewing customer workflows internally to improve the ability of the DDC to provide a high quality service.  The group primarily interfaces with Customer Care, QC and Service Management as well as customers.  The position requires a detail-oriented person who is closely familiar with service level agreements for assigned customers and had managed technical team in a matrixed environment The Network Operations Supervisor reports to a Manager of Network Operations.
• Manage the roll-out  of service assurance best practices within the Operational Support and Operations Group teams
• Supervise, coach and develop team members
• Participate in team status, system, project and client review meetings
• Track Employee performance on a regular basis
• Administer the order process flow to the service center
• Review the work of direct reports and provide feedback/coaching to assist in development
• Coordinate the service assurance practices with the Service Center Supervisor to ensure smooth and successful implementation
• Interface with customer relationship leads to determine strengths and improvement areas in service quality
• Monitor all customer notifications, alarms and drill down interfaces and take necessary steps to ensure both warning and error conditions are addressed in a timely manner
• Approach monitoring responsibilities with the ability to multi-task, prioritize multiple orders in-jeopardy, and anticipate the impact of decisions across the established processes in systems in place
• Evaluate the efficacy of current order process flows

Required Skills Experience:

Skills
• Experience in managing technical teams with a proven track record of success
• Relevant industry experience in fields such as digital video /interactive television, complex web-based applications including high-performance, high-volume apps, or advanced broadband systems
• Knowledge of IT Networking, Video based codec's(i.e. H.264 and Pro Res) and video formats (i.e. MPEG 2/MPEG 4, DNX and IMX), audio codec's/formats (i.e. AAC and MP3)
• Requires hands on experience with one or more of the LAN/WAN and network layer protocol
• Experience in troubleshooting both server based workflows issues and be able to reallocate resource management systems to seamlessly adhere to customer's deadlines and SLA's. 
• Knowledge of SCTE digital video standards is a plus.
• Excellent verbal, written and interpersonal communication skills.
• Experience in service management
• Project management capabilities
• Process flow engineering
• Problem solving and analytical skills
• Ability to estimate problem resolution times, either independently or in collaboration with other team members
• Must have the ability to make independent, sound, logical decisions

Experience
• 7-10 years broadcast/digital media industry experience
• 3-5 years experience managing/coaching in a team environment


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