Director, Technical Operations

Role Summary:

As the Director of Technical Operations, you will lead and inspire the GTT Service Assurance Americas team. Your role involves motivating, mentoring, supervising, and managing a highly technical team to ensure the support of GTT products, services, and SLAs. The team holds responsibility, accountability, and technical ownership as an escalation point for Service Assurance across all product portfolios, aligned with the current organizational and customer structures. Your commitment to maintaining customer services throughout their lifecycle is crucial. This role will serve as the highest level of technical support for the Americas Service Assurance organization and will maintain 24/7 coverage.

Duties and Responsibilities:

• Lead all operational activities of the Tech Ops Americas Assurance Team to ensure efficiency and effectiveness while support customers networks and security services.  The team is responsible for the highest level of technical support within the Americas Assurance team.
• Mentor senior team members and business partners to foster growth and development.  This will include providing training documentation and support for a variety of teams within Service Assurance to ensure technical compliance and competencies.
• Establish and maintain standardized practices and procedures for engagement internally with technology POD's as well.
• Resolve customer escalations through direct verbal and written communication. Participate in internal and external projects as directed by management.
• Directly interface with customers and their project management teams to provide ongoing support for solution development and implementation.
• Develop, maintain, report, and achieve key performance indicators (KPIs) for product performance across the entire Assurance organization.
• Detail-oriented in circuit repair, managed services troubleshooting, network/routing troubleshooting, documentation, and training.
• Create processes to improve case/trouble ticket work and provide advanced training design. Oversee ticket management, team management, team dynamics, and on-floor leadership.
• Utilize data analytics to interpret complex data points and provide detailed reporting on potential process, procedure, and workflow changes to optimize team and departmental performance.
• Provide recommendations and observations to the VP of Operations regarding enhancements or changes needed to support both external and internal customers effectively.
• Generate documents for procedures and case scenarios.
• Attend customer meetings, representing and presenting for the Assurance team (e.g., QBRs).

Required Experience/Qualifications:

• Direct leadership experience in Assurance and/or Service Delivery.  Demonstrated ability to hire, motivate, and coach a network operations team, focusing on building repeatable best practices and ensuring continuous growth and learning for each team member.
  • 10+ years of technical experience in complex Network support environments.
  • 5+ years of management experience 
• Bachelor’s degree in related field or equivalent experience
• Demonstrated commitment to continuous learning and improvement, both individually and as a team. Excited about driving and tracking a consistent engagement process from sales through renewals with clear metrics and accountability, while demonstrating flexibility where needed
• Quick to understand each customer’s needs, identify how best to support those needs, and proactively address concerns.
• Passionate about customer success and delivering long-term value. Recognize that delivering exceptional customer experiences daily is crucial for business success and guide your team accordingly.
• Enthusiastic, energetic, technically adept, and creative in problem-solving, making it enjoyable for yourself and your team.
• Capable of building lasting relationships with some of the best companies in the world, spanning large enterprises as well as small and mid-sized companies.

Core Competencies

• Crisis Management: Knowledge of crisis management concepts and techniques; ability to predict, avert, mitigate, and recover from an event that has or could have a severely negative impact on the business.
• Planning: Tactical, Strategic: Knowledge of effective planning techniques and ability to contribute to operational (short term), tactical (1-2 years) and strategic (3-5 years) planning in support of the overall business plan.
• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Organizational Leadership: Knowledge of leadership concepts and ability to use strategies and skills to enlist others in setting, embracing and achieving objectives.
• Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
• Leadership: Knowledge of leadership practices and processes; ability to use strategies and skills to enlist others in setting, embracing and achieving objectives while having a long-term perspective of the future state of things and how to get there.
• Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.
• Telecom Platforms and Technologies: Knowledge of the architecture of various telecom platforms; ability to manage technologies and systems for providing telecommunications networks and services.

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
• Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

EEO Statement

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.