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Client Engineering Manager

Client Engineering Manager| Network | New York, NY, USA

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Responsibilities

Verizon offers a service called Assigned Client Engineering to provide proactive technical services and administrative activities to our clients, while simultaneously providing the 24x7 operations team an escalation point for complex technical issues associated with client specific, customized solutions.  The service is also leveraged to provide delivery of service for complex solutions that require specialized knowledge.  The ACE Manager position provides leadership for the technical engineers delivering this service.  The ACE Manager is also responsible for controlling the ongoing operations of the ACE service on a client by client basis.  The manager is responsible for maintaining a highly qualified and highly effective team. The manager will communicate directly with clients, client services representation, and other internal organizations.  The manager may be engaged for and/or intervene in concerns involving the client relationship with Support Services to facilitate investigation and resolution of service delivery concerns. 

He/She will review new sales proposals for ACE resources to make decisions on what can be delivered or what conditions must be applied for delivery of ACE services.  The manager will be required to carry out or manage tasks or projects in support of strategic initiatives within the Support Services organization.

This position requires the manager to work approximately 2 days per week at strategic client sites in New York, NY. 



Qualifications
  • 3-5 years in a leadership role in an Information Technology setting
  • 5 years working as an IT support engineer/administrator or closely related experience
  • Higher education degree (equivalent experience will be considered)
  • Understanding of and experience with service level agreements and operational level agreements
  • Ability to lead and direct strong technical engineers
  • Experience with performing and coordinating root cause analysis
  • Experience in a 24x7 production IT environment
  • Excellent oral and written communication skills
  • Excellent customer service skills
  • Excellent documentation skills
  • Excellent planning and organizational skills
  • Strong problem solving skills
  • Strong sense of urgency in support of all customers.
  • Ability to understand business requirements for technical needs and utilize the business requirements information to prioritize work and set urgency for others.

Preferred qualifications include:

  • 3 years working as a hiring manager of Information Technology staff
  • ITIL Foundations v3 certification (will be required to obtain after hire)
  • Technical certifications from industry leaders such as Microsoft, Oracle, Cisco, CompTIA, etc.
  • Bachelor’s degree or higher in Management, Information Systems/Technology, or Business Administration


Equal Employment Opportunity
  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.




Job ID: 352343