▷ Urgent: UCC Fleet Manager

Description

The Job:

The Fleet Manager is the primary operations interface between the Tier 3 and Tier 4 services team and the customer, serving as the primary escalation and contact point. This role is responsible for maintaining service fidelity across the account and would work cross-functionally to meet and exceed the customer expectations of the defined service. The Fleet Manager is responsible for all service-related customer communications including any incident management escalations, performing service performance reviews, as well as contributing to the preparation and delivery of service performance reporting.

Day-To-Day Responsibilities

- Acting as Incident Commander for tier 3 and 4 escalations
- Ownership of all escalation lifespans which includes the intake, triaging, and resolution of issues
- Management of triaging escalations to tier 3 and tier 4 alongside tier 4 leads on a global setting following the sun
- Coordinating and managing dispatched field Services, providing real-time global support if needed by escalated support
- Lead customer communications during outages, impacted events or poor customer experiences
- Ensuring RCA is performed for all incidents from escalations
- Creating postmortems where there has been significant impact
- Lead RMA processes invoked by technicians in any tier
- Hold regular meetings with other leadership and stakeholders who own activations for feedback and improvements
- Hold daily stand-up meetings with each tier of our staff to review current projects, identify any roadblocks, and ensure work is prioritized effectively.
- Hold regular meetings with google vendor management to discuss strategy or potentially newly prioritized work towards the service.
- Understand and identify KPIs for successful management of customers service delivery
- Recommend to Google liaisons on product replacements on deprecated or end of life hardware
- Identify, agree and own a progressive Continuous Service Improvement (CSI) program with customer accounts
- Collection of customer statistical data including SLA performance, management information, team performance and other business metrics for monthly customer reporting.
- Participating in weekly/monthly/quarterly Service Review Meetings with customer including preparation of review material
- Analyzes usage and quality data to provide recommendations on improvement initiatives and a consultative approach to Service Reviews. Also works with internal AVI-SPL teams to address CSI opportunities for the betterment of Service Delivery
- Leading documentation of processes created, adopted and maintained
- Reviewal, and approval of documentation published by technicians

You

Must Haves:

- 4+ years of project management experience
- Experience as an Incident Commander
- Able to read and write line diagrams in technical design documents.
- Ability to create detailed documentation.
- Flexibility to continuously teach and be taught new technologies and workflows.

Desired Experience:

- Understanding of Linux operating based systems.
- Understanding of Windows operating systems.
- Understanding of Mac operating systems.
- Understanding of online video productions technologies.
- Understanding of web apps and web development.
- Understanding of IT network protocols.
- Understanding of Google Cloud platform, VMs running web services.
- Understanding of Databases.
- Familiarity with SQL.
- Understanding of message brokers, federation and configuration.
- Administration of the following device types:
- Desktop and server OS support (Mac OS X, Windows, Linux)
- Linux
- Virtual network computing (VNC)
- Secure shell
- Crestron
- Ross Dashboard
- Ventuz
- Feltboard
- Qsys
- Dante
- Picturall
- Imposa MPU
- Paradigm ACP
- Mosaic MSC

- Understanding of fleet management software such as unified endpoint management (UEM).
- Familiarity with enterprise level network switches & routers.
- Understanding of Dante, including installation, configuration and maintenance of both hardware and software.
- Understanding of Linux-based computers and single board computers.
- Understanding of internet of things (IOT) devices or sensor devices (such as temperature, humidity and occupancy sensors).
- Understanding of Raspberry Pi computers, including installation, configuration and maintenance of both hardware and software.
- Understanding of Powershell for Windows fleet rollouts.
- Understanding of scripting and automation of start and end processes.
- Understanding of complex network settings for audio/video such as VLAN, QoS, IGMP Snooping.
- Understanding of LED video walls, including installation, configuration and maintenance of both hardware and software.
- Understanding of Yamaha audio consoles, including installation, configuration and maintenance of both hardware and software.
- Understanding of QSC including installation, configuration and maintenance of both hardware and software.
- Understanding of Ross video switchers and Ross Dashboard software including installation, configuration and maintenance of both hardware and software.
- Understanding of corporate and event lighting systems such as ETC products including installation, configuration and maintenance of both hardware and software.
- Knowledge of advanced signal flow for audio, video and control.
- Advanced PC troubleshooting expertise.
- Must be flexible to work after hours and weekends when required.

Nice To Haves:

- Undergraduate degree or 4 year related experience in Business Administration or Communications
- ICS 100 to 400
- Certified Business Continuity Professional (CBCP)
- PMP certification

Why work for AVI-SPL (what’s in it for you)

As we have already mentioned, AVI-SPL are the global leaders when it comes to universal communications, and we make sure our work environment matches our status. The business treats all their employees as individuals and makes sure we all have definitive goals and career paths to help us maximize their ability. Along with this we also offer:

- Enjoyable and dynamic company culture
- Health & Wellbeing
- Private Healthcare
- Access to Employee Assistance and Wellbeing Support
- Mental Health Support through the above
- Work & Home Life Balance
- Increased holiday with service
- Flexible working policy
- Learning & Development
- Access to numerous online learning resources
- AVIXA membership for industry learning
- Employee Discounts
- Access to online retail discount platform
- Discounted products through our recognised partners
- Other
- Cycle to work scheme.
- Season ticket loans
- Generous Referral scheme

So, if you are feeling undervalued, stuck in a rut, or just looking at furthering your career, apply today.

Our commitment to diversity is simple: we provide connection, opportunity, and a voice to everyone, from every background. WE Thrive Together: WE appreciate the visible and invisible qualities that make you who you are. Our diversity makes us better humans and better employees and makes AVI-SPL a better business.

AVI-SPL is an Equal Opportunities Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, pregnancy, sexual orientation, gender identity, nationality, age or disability status.

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