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Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
As part of the Technology Operations Organization, the Vice President of Service Management is responsible for overseeing and managing all aspects of automation and business transformation efforts which includes: Change Management, SLA Management, Problem Management and Incident Management for our B2B and B2C business operations through adherence to ITIL and eTOM best practices. This leader will drive the adoption of automation tools and technologies to streamline service management processes and will identify areas for process automation and implement solutions to reduce manual effort and improve efficiency. This position also has oversight of the Altice USA Service Desk which handles escalations for up to 20k FTE and contractors. The VP's leadership and expertise will be critical in maintaining a strong network foundation and enabling a superior customer experience. Responsibilities
* Lead the troubleshooting and resolution of complex network issues and incidents. Conduct in-depth analysis, root cause identification, and implement corrective actions. Coordinate with cross-functional teams and external vendors for timely incident resolution.
* Supervise and analyze network performance, capacity, and utilization. Identify performance bottlenecks, congestion, and latency issues. Implement network optimizations, such as traffic engineering, QoS, and caching mechanisms. Ensure optimal network performance and scalability.
* Design and implement network automation and orchestration solutions using tools like Ansible, Python, or SDN technologies. Streamline network provisioning, configuration management, and repetitive tasks to improve efficiency and reduce manual errors.
* Lead network-related projects, including network upgrades, migrations, and technology refresh. Define project scope, objectives, and results. Develop project plans, allocate resources, manage timelines, and ensure successful project execution within budget and timeline constraints.
* Provide technical leadership and guidance to junior network engineers. Mentor and coach team members to develop their technical skills and professional growth. Conduct performance evaluations, set goals, and provide constructive feedback.
* Build and develop multi-year strategic plan driving implementation and innovation to achieve full automation of Technology Operations.
* Engage key stakeholders throughout a matrixed organization and our business partners to achieve functional and sustainable success.
* Partner with peers in the Artificial Intelligence domain to identify opportunities for commonality, reuse, and advancement of technology in the AI and Automation space.
* Work with Team Lead / Product Management to define, prioritize, and ensure a ready backlog of work for an agile product team, accept technical output, and focuses on achievement of defined outcomes.
* Effectively manage a backlog of deliverables and capabilities as well as 'test and learn'/experimentation targeted at defining/refining future deliverables, measuring performance, and adjusting the overall roadmap of deliverables as needed.
* Identify opportunities for automation across service management processes, including incident detection, root cause analysis, and resolution.
* Leverage AI and ML algorithms to analyze service data and identify patterns, trends, and opportunities for improvement.
* Implement AI and automation solutions to reduce operational costs and improve productivity.
* Ensure the delivery of high-quality software solutions that meet business requirements and customer needs.
* Implement best practices for software development, including Agile methodologies and DevOps principles.
* Provide leadership and guidance to the Software Development, Service Desk, ITSM, Analytics, and Ticketing Tool Management teams to ensure alignment with organizational goals.
* Drive continuous improvement initiatives to enhance service delivery processes, automation, and customer experience.
* Implement best practices for software development, including Agile methodologies and DevOps principles. Qualifications
* Bachelor's degree in Technology or Engineering. A Master's degree is preferred.
* Minimum fifteen years' industry experience, with a minimum ten years of leadership experience, specifically within a 24/7 operations; Previous experience leading a large scale service delivery organization is required.
* Experience with business process improvement methodologies such as Kaizen and/or Six Sigma
* Experience designing and implementing Intelligent Automation (RPA) development/architecture
* Expert level experience in Network Operations including risk management and compliance, with experience leveraging analytics, tools and process improvement methodologies to optimize performance
* Extensive experience and deep technical knowledge of Network Infrastructure, wireless/wired networking, security and cloud technologies
* Experience develop and deploying automation leveraging artificial Intelligence (AI) and machine learning
* In-depth knowledge of ITIL framework and certification is highly desirable.
* Design and implement network automation and orchestration solutions using tools like Ansible, Python, or SDN technologies. Streamline network provisioning, configuration management, and repetitive tasks to improve efficiency and reduce manual errors.
* experience leading automation projects and teams in complex capital automation projects
* Demonstrated experience in change management and leadership.
* Comprehensive knowledge of industry regulations, compliance frameworks, and data privacy laws.
* Exceptional leadership, communication, and interpersonal skills with a track record of building and motivating high-performance teams.
* Strong analytical and problem-solving abilities, with a results-oriented approach to decision-making.
* Ability to collaborate effectively with cross-functional teams and manage vendor relationships. Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law. Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review ourfor further details. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is$178,500.00-$255,000.00/ year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
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Altice USA
May 15, 2024