Technical Program Manager

Responsibilities

Network Optimisation
· Perform pro-active network optimisation reviews including network diversity planning and network hardening on installed services, presenting all options and consulting with the customer to ensure their understanding of the most appropriate recommendations.
· Reduce the exposure of installed service base to incidents through the use of systems to understand vulnerability.
· Maintain customer diversity requirements; business continuity plans including back-up and disaster recovery plans
· Ensure network diagrams and designs are accurate and current for all customers.
· Define / review / improve support requirements for specific customer networks.
· Drive implementation of complex support solutions. Life Cycle Performance Management (Network Health & Reporting )
· Coordinate and manage performance and SLA compliance of existing customer network including availability, MTTR, Customer Outage Time and chronic issues for nominated customers
· Accountable for SLA reporting. Initiate / produce customer network reporting including monthly performance reports utilizing system-generated reports where available, bespoke or complex SLA compliance reports as required and ad-hoc reports to evaluate network needs.
· Recommend appropriate changes to the customer, based on the output from these reports to assure SLA compliance or risk mitigation.
· Drive implementation of technical solutions for issues identified in these reports.
· Review / maintain firmware inventory and mirroring against current secure package availability.
Problem and Change Management
· Manage individual complex technical incidents and problems impacting customers’ service availability and escalation of incidents to appropriate levels in organisation.
· Develop and deliver detailed root cause analyses or Reason for Outage reports and service improvement plans in response to critical customer outages or catastrophic network issues for nominated customers
· Develop and project-manage Service Improvement Plans for chronic/critical customer technical issues for nominated customers.
· As part of the Risk Assessment process highlight all technical risks to the Service Program Manager and the customer and make sure a risk mitigation strategy is put in place where applicable.
· Monitor all network groom activities to safeguard network diversity plans and ensure customer awareness of those that may potentially impact their business.
· Provide second level support as required for complex network implementation.
· Provide second level support as required for Managed Services complex change management requests and if required and applicable, attend change management board for client related complex changes.
Customer Relationship Management
· Be a strong customer advocate.
· Maintain regular communication with assigned customer contacts to understand and manage performance / service expectations and partner with Service Program Manager on all service reviews
· Ensure customer utilisation and knowledge of Verizon Business customer portal for network management tools, including providing customer training as necessary.
· Partner with Service Program Manager to identify and project-manage large customers with ebonding applications.
· Develop customer loyalty as well as retention and manage customer relationship in close cooperation with the Service Program Manager and the account team.
· Provide Request For Proposal (RFP) support for problem management and complex SLA requirements.

Qualifications

In-depth technical / network / telecommunications knowledge
· Bachelor degree educated or equivalent
· CCNA or equivalent
· Preferred - ITIL Advanced Certification, Project Management Prince 2 certification
· Proficiency with MS Office applications
several years experience in technical program or service
management, a technical customer facing role, or
management of international projects / networks or similar role
· Experience in customer relationship management.
Customer facing and/or consultancy skills.
· Ability to interface and work with customers at C-level.
· Experience in management of international / global projects / networks or similar role