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Company Overview

Since 1984, Request Technology has been successfully placing thousands of people in rewarding IT positions throughout the United States. How?

Experience is the key. REQUEST's executive recruiters are established Associates, each with years of in-depth recruiting experience, many of whom have practical industry experience. They stay abreast of trends -- which offer you extensive knowledge of what's going on in the field.

At REQUEST, our recruiters also partner with our clients - which include Fortune 500 companies as well as ambitious entrepreneurial businesses whose growth and success offer exciting opportunities. Our clients invest significant resources while providing their employees with the latest technologies resulting in development and career advancement. With each engagement we gain a detailed understanding of the environment and needs of the position allowing us to be sensitive to the types of personalities and skill sets that will find our clients' organizations fulfilling.

In fact, today many of our client contacts are people we've placed. They trust and respect us -- which means we're able to work directly with the people most interested in finding the right candidate. In other words, we really take the time to get to know our clients, their organizations and we will take the time to get to know you, your goals, your area of expertise and your personal style - all the unique qualities that determine your level of job satisfaction. Then, you will be assured that an interview that REQUEST arranges is truly a viable opportunity to move you forward in your career.

With REQUEST, you have an edge in the marketplace -- an advocate on your behalf who will ensure your unique skills are rewarded appropriately. That's how we successfully fill over 80 percent of our positions.

If you are ready to move your career in a new direction please respond via our website, fax, or give us a call. We want each person we work with to feel confident about our clients, their future, and us!

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Job Description

**Please note that this is a 24x7x365 environment. Qualified individuals must be willing to work any and all shifts, including overnight, holidays and weekends in order to meeting business needs.**

Prestigious Enterprise Company, located in the Western Suburbs of Chicago, is currently seeking a Manager of NOC and Network Surveillance. Candidate will provide leadership and guidance to the Network Surveillance Group to ensure the highest level of support for the network and customers. This position will as the 1st and 2nd Level Escalation Point for extended or sensitive repair issues and will be expected to resolve escalated issues within a timely manner, both network and off hours customer maintenance. The manager will work closely with the Director of Technical Solutions to improve processes, procedures and overall performance.

Duties and Responsibilities

1)    Insure timely and effective resolution of trouble

    Manager surveillance personnel to consistently meet required repair timeframes.
    Serve as first and second level escalation points for network repair and transport issues
    Develop technical knowledge and troubleshooting capabilities within the surveillance
    Coach employees on expeditiously handling and closing trouble tickets.

2)    Manage department to a high degree of effective professionalism
    Provide leadership and guidance to the technicians
    Renew and assign new Product Orders and Trouble Tickets to technicians
    Review tickets, provide feedback to techs and document as to how tickets are being worked
    Provide direction when personnel are unsure on how to proceed on an issue.
    Address complaints from within responsibility area
    Carry out management responsibilities in accordance with the organizational polices
    Coach, direct and empower employees to meet department objectives
    Recommend process improvements as part of a continuous effort to improve performance
    Provide input to performance appraisal

3)    Improve Customer Satisfaction
    Develop and maintain a high degree of professionalism for all NOC functions and duties
    Manage NOC to consistent high performance 
    Respond to internal customers requests regarding service issues

4)    Manage team to resolve monitor and resolve network issues.
    Trend outages and network events including those discovered through the customer ticket process.
    Main point of interface for network events, assemble bridge and work with team for resolution.
    Interface with customer to gain thorough understanding of customer issue so that effective troubleshooting is enabled.
    Collect and log information in the systems
    Open tickets with vendors
    Strive to provide resolution of Trouble Tickets with established Metrics
    Complete and/or coordinate completion of Trouble Tickets with customer and vendors
    Correct and log service interruptions
    Develop and continually increase knowledge of telecommunications and products
    Work closely and effectively with customers, vendors, and fellow employees to provide superior service and differentiate from its competitors.
    


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