SENIOR MANAGER, SECURITY - ENTERPRISE REPAIR

SENIOR MANAGER, SECURITY - ENTERPRISE REPAIRColumbia, SC, USA Req #974

Wednesday, December 30, 2020

As one of the largest independent fiber network companies in the Eastern US, Segra has a broad and dense service footprint across the Mid-Atlantic and Southeast. We offer state-of-the-art Voice and Data technology solutions to businesses of all sizes and wholesale transport services to some of the world's largest carriers.

Job Summary

The Senior Manager of Enterprise Repair provides direct support to the Enterprise Repair Analysts to better utilize strengths and build team cohesion to provide efficient higher-tiered support for Enterprise Repair and other Operations departments in daily troubleshooting and handling of activities; Promotes a Customer First culture where customers are kept informed and issues are resolved with minimal impact to customers; Supports review and evaluation of scheduled maintenance activities for the purpose of determining and communicating expected impact as well as serves as a 3rd level escalation point; Defines, maintains, and enhances the policies and procedures of Enterprise Repair for the purpose of prioritizing projects, managing activities, meeting commitments to customers, responding to network events and coordinating for outage resolution, improving network performance, and ensuring the integrity of the network and all related data; Facilitates meetings to coordinate process improvement and M&P development and ensures adherence to these policies; Represents the team in various committees designed to plan, evaluate, & incorporate new equipment/markets into the network; Assists the Senior Director of Enterprise Repair in establishing Enterprise Repair expense and capital budgets.

Duties & Responsibilities:

24 x 7 Customer support including surveillance, monitoring and reporting
24 x 7 Incident Management
Tier I/II/III Security Equipment troubleshooting and Repair Management (High Risk Work)
Organizational Development Recruiting, personnel management, goal setting, training, coaching, and mentoring
Major security outage coordination, escalation, isolation and repair
Coordinate interdepartmental work activities to resolve security and customer problems
Create reports for customers following trouble ticket and maintenance activities
Act as 3rd level escalation for internal and external customers for all network and customer issues
Provide feedback and appraise employee performance using Company performance appraisal tools and programs
Conduct disciplinary actions as necessary according to Company guidelines
Manage Change Management team maintenances and repair
Maximize employee productivity, morale, and retention through empowerment techniques and team building and maintain strong working relationships with other staff and partners
Ensure Staff Managers and Analysts are performing ticket management and customer outreach activities according to company guidelines
Handle internal escalations according to company guidelines
Handle creation and dissemination of formal and informal RFO requests according to company guidelines
Develop and manage processes for exceptional customer service
Develop an achievable set of security performance objectives for the organization and then measure performance to those metrics
Provide periodic assessment of key operational issues and potential problems to upper management
Perform On-Call duties as necessary

Qualifications:

Education:
BS Degree in technical field and/or equivalent work experience required

Experience:
Previous Security Operations Center experience and understanding of capturing and timely responding to service disruption via surveillance alarming and reports; previous proven successful supervisory experience leading a technical team

Key Competencies:

• Must have thorough knowledge of management principles and practices; personnel supervision and development; and security technologies
• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interrupt written information.
• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Ability to interpret the information collected by network tools (eg Nslookup, Ping, and Traceroute)
• Ability to monitor system operations and react to events in response to triggers and/or observation of trends or unusual activity
• Skill in determining how a security system should work (including its resilience and dependability capabilities) and how changes in conditions, operations, or the environment will affect these outcomes
• Ability to perform network collection tactics, techniques, and procedures to include decryption capabilities/tools
• Knowledge of computer networking concepts and protocols, and network security methodologies
• Knowledge of network traffic analysis methods
• Knowledge of how traffic flows across the network
• Knowledge of different types of network communication (eg, LAN, WAN, MAN, WLAN, WWAN)
• Knowledge of file extensions (eg, dll, bat, zip, pcap, gzip)
• Knowledge of the use of sub-netting tools
• Knowledge of operating system command-line tools
• Knowledge of network protocols such as TCP/IP, Dynamic Host Configuration, Domain Name System (DNS), and directory services
• Knowledge of cyber threats and vulnerabilities
• Knowledge of authentication, authorization, and access control methods
• Knowledge of host/network access control mechanisms (eg, access control list, capabilities lists)
• Knowledge of information technology (IT) security principles and methods (eg, firewalls, demilitarized zones, encryption)
• Knowledge of Virtual Private Network (VPN) security
• Knowledge of what constitutes a network attack and a network attack’s relationship to both threats and vulnerabilities
• Knowledge of adversarial tactics, techniques, and procedures
• Knowledge of cyber-attack stages (eg, reconnaissance, scanning, enumeration, gaining access, escalation of privileges, maintaining access, network exploitation, covering tracks)

Benefits include Medical, Dental and Vision insurance, 401(k), Tuition Reimbursement, Gym Reimbursement, Paid Vacation/Holiday leave and more.Please visit our company website at Segra.com.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Other details

• Job Family

  50

• Pay Type

  Salary