Vendor Performance Manager, NOC Operations
New
G
GFiberTelecommunications
RemoteFull-TimeManager
Salary136,000 - 198,000 USD per year
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Job Details
- Experience
- 7 years
- Required Skills
- Data AnalysisJiraTechnical supportServiceNow
Requirements
- Bachelor's degree in business, information technology, or a related field.
- 7 years of experience in operations, vendor management, technical support, or a related field.
- Experience building and maintaining strong relationships with vendors.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
Responsibilities
- Develop and monitor key performance indicators (e.g. SVL, AHT, MTTD, MTTR) to track vendor performance across various NOC Ops metrics.
- Conduct regular performance reviews with vendors, providing feedback on strengths and areas for improvement.
- Develop and implement corrective action plans to address performance deficiencies.
- Collaborate with vendors to forecast staffing needs based on anticipated volumes and seasonality.
- Establish and maintain strong working relationships with vendor contacts.
- Negotiate and manage vendor contracts, ensuring optimal terms and conditions.
- Prepare and present regular performance updates to stakeholders.
- Maintain a strong understanding of NOC/technical support processes and tools (e.g. Netcracker, ServiceNow, Genesys, Jira).
- Identify and implement process improvements to enhance vendor performance and efficiency.
- Identify and mitigate risks associated with vendor relationships and operations.
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