Manager of Service Operations AirCell
THIS JOB HAS EXPIRED Aircell is the world's leading provider of airborne communications. Until recently, time spent in the cabin of a business jet meant that you were disconnected from the world circling below. That?s all changed. Airborne technology has finally caught up with the rest of the world. Simply put, voice, data and even the entire Internet can be at your disposal during flight?in the cockpit and in the cabin. Now you can use that time to return calls, answer email, download files or simply conduct a little firsthand Internet research.
The Manager of Service Operations is responsible for managing the day-to-day service of our valued customers related to the networks and Aircell products and services.
You will be the Customer Advocate, providing world class tier 2 technical support and coordinating service improvements. You will play a collaborative role throughout the organization to ensure that the appropriate solutions are made available to the Aircell customers and to our internal network events.
COME ONBOARD THE AIRCELL OPERATIONS TEAM!
Plan and manage the distribution of content across the Aircell Content Distribution Network.
Manage escalated service requests from Customer Service and Technical Support.
Supervise product and customer trials.
Oversee the service operations roll out for all new Aircell products.
Collaborate with the Engineering, Sales, Technical Support and Quality teams in the effective implementation of solutions to the customer operations? challenges.
Partner with Gogo teams on the day-to-day service impacting events.
Successfully plane and manage services impacting events such as data center failovers, disaster recovery exercises infrastructure change events.
Manage the ongoing monitoring of the Air-to-Ground Health check environment.
Coach a team of talented technical engineer(s).
Bachelor?s Degree in computer science, telecommunications, mathematics or related technical field or equivalent work experience.
15-20 years of relevant experience in operations or engineering.
Minimum of 5 years leading projects and/or teams.
Other Skills and Requirements
Previous experience working in a wireless network carrier operational environment and knowledge of data centers is preferred.
Strong background in networking including but not limited to: TCP/IP, firewalls, network authentication systems, SNMP, CDMA, mobile devices, and Wi-Fi is required.
Demonstrated ability to troubleshoot challenging issues in a network carrier environment using log files, test applications, and other debugging tools (packet captures) as well as the use of databases and the creation of SQL queries.
Seasoned professional able to interact with people at all levels of the organization and with customers.
Excellent communication skills with the ability to work with other groups to understand their work processes and information sources and to aggregate, organize, and present data.
Ability to work independently and efficiently handle multiple tasks and projects.
Proficiency in trend analysis and the development of tools and techniques to further identify and classify problems.
Strong computer skills with the ability to learn new tools quickly and efficiently.
Occasional travel required, mainly domestic, but some international.
||Broomfield, CO |
THIS JOB HAS EXPIRED