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Senior Manager National Network Problem & Release Management
US Cellular
Schaumburg, IL, United States
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This position is responsible for in scope strategic direction, processes and procedures for three critical areas within the National Network Engineering and Operations organization that will ensure the highest possible levels of service quality, availability and continuation of vital technology infrastructure and network.
Selects, develops, and evaluates staff to ensure the efficient operations of:
1. Incident and Problem Management
2. Change and Release Management
3. Disaster Recovery Planning and Management
• Develops and institute strategy and best practices for risk assessment; release management plan and approach as well as conflict resolution to minimize network impacts and customer impacts related to any release, change, or incident/problem.
• Leads a diverse team of Sr. Engineers responsible for coordinating the restoration efforts of large scale network and customer impacting outages in a 7/24/365 environment.
• Oversees efforts to ensure all changes and releases registered by the Engineering and Operations teams receive industry best practice risk assessment and conflict resolution.
• Provides leadership for the development, implementation, procedural documentation and maintenance of a Disaster Recovery Program to include disaster recovery planning, risk assessment, testing, awareness, training and ongoing process improvement.
• Oversees the process of planning authorized software releases into the Engineering and Operations network through strict version control.
• Prepare, review, and manage annual capital and operating expense budgets for the Incident, Problem and change management team.
• Establish and monitor key performance indicators driving quality and process improvements to the U.S. Cellular network such as Mean-Time-To-Restore and other measurements directly affecting the customer experience.
• Continually evolve the incident and change management communication process for a technically diverse audience up to and including C- level executives both internal and external to U.S. Cellular®.
• Manages vendors and quality control processes to ensure third party providers stay aligned with the U.S. Cellular network vision and expectations
THE PRECEDING JOB DESCRIPTION INDICATES THE GENERAL NATURE AND ESSENTIAL DUTIES AND RESPONSIBILITIES OF WORK PERFORMED. IT DOES NOT CONTAIN A COMPREHENSIVE INVENTORY OF ALL DUTIES, RESPONSIBILITIES, AND QUALIFICATIONS REQUIRED TO DO THIS JOB.
• Bachelor’s Degree in relevant field is desired
• Must have 8-10 years of experience in wireless telecommunications, data networking, or operations.
• Qualified candidate will have a minimum of 5 years of experience managing technical workgroups
• Extensive knowledge of wireless telecommunications, digital networks and data networks is required
• Ability to build a cross-functional team is required
• Must possess a proven record of supervising staff and developing their technical and leadership skills
• Superior problem solving and analysis skills are required
• Prior experience in project management with the ability to break down complex problems into manageable tasks required
• Track record of successfully building positive work relationships across the organization to motivate a diverse team to a common goal
• Excellent verbal and written skills are required; including experience with developing and presenting presentations up to C-Level Executives