Senior Director Network Operations

Overview

Oversee network operations, support team, escalation, and continuous process improvement.

Key Responsibilities

• metrics development
• process optimization
• knowledge base
• escalation policy
• team leadership
• triage diagnosis

Tasks

-Develop metrics to track trends in technical issues to catalog them for recognition -Provide feedback on technical support and proactively address emerging issues -Optimize current processes, remove obsolete ones, and create new SOPs to ensure customers success -Train and mentor junior staff and technicians to provide industry-leading service -Collaborate with Engineering & Client Services teams for continual troubleshooting and procedure improvement -Prioritize resources effectively in a fast-paced environment -Develop and manage knowledge database and skills matrix to reduce time to resolution -Create and implement escalation policies -Lead a team to set customer and internal stakeholders' expectations around resolutions and timelines -Manage daily operations of an evolving support team for specialized equipment -Lead a team to triage and diagnose issues with precision and speed

Requirements

• networking
• linux
• b2b saas
• bachelor's
• 15+ years
• supervisory

What You Bring

-Advanced knowledge of networking technologies, cellular and wireless connectivity, protocols, and security -Availability to be called upon outside of business hours to resolve urgent issues -15+ years' experience in technical support -10+ years' supervisory experience -Comfortable working in a very fast-paced, constantly evolving team environment -Strong Knowledge of IT/Networking -Detail-oriented with solid project management follow-through -Strong customer service skills -Experience in B2B, SaaS -Experienced manager with a strong understanding of networking -Minimum 10+ years in Enterprise Business-to-Business Support and/or Service Delivery -Excellent communication skills, both verbal and written -A communicator- able to interact with your teams, customers, and senior leadership -Bachelor's degree in computer science, information science, or specialization in network or embedded systems engineering -Knowledge of Linux is a plus -Confidence presenter, to both technical audiences as well as the executive team

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Benefits

-Health insurance (Single coverage 100% paid for by company) -Base salary starting at $100K annually -401K Plan (with aggressive company matching) -Team BBQs and annual company Olympics -Bicycles to ride around campus -Paid time off, plus paid holidays -Dental and vision insurance -Regular free breakfasts, lunches and snacks

About Earthcam

-A leader in construction and infrastructure monitoring, EarthCam’s cameras deliver real-time, high-definition visuals. -EarthCam serves clients worldwide, providing continuous, live feeds for construction, government, and commercial projects. -Typical projects include large-scale infrastructure developments, transportation systems, and high-profile real estate ventures. -The company’s systems enhance project management by offering visual documentation and remote monitoring capabilities. -Standout projects include monitoring the construction of bridges, stadiums, and other iconic landmarks. -EarthCam’s cameras are often used to capture environmental changes, offering valuable data for engineering and planning. -As a key player in the industry, EarthCam's technology enables stakeholders to track progress, improve safety, and ensure quality.

Sector Specialisms