Telecom Operations Manager - TechOps

Telecom Services is looking for an individual with strong leadership, technical skills, and experience managing communications systems, in support of technical operations and field support services for Disney’s Parks and Resorts.  The Telecom Operations Manager must have a strong understanding of network connectivity, telephony systems, and electronic systems support.

The position will include managing a diverse and talented team of technicians within a collective bargaining agreement. This individual will coordinate and collaborate across many functional departments to provide technical sustainment, and the delivery of voice and data services. This individual must also have a strong understanding of outage resolution and troubleshooting.

This is a swing shift position, Monday - Friday 12PM-8PM and reports to Manager-Telecom Operations.

Responsibilities

• Meet and conform to all safety policies and regulations set forth by the Walt Disney World Company.  Ensure a culture of safety is foremost in the department.

• Support and maintain critical business services for Resorts infrastructure and applications including telephone systems, interactive-TV, Guest Wi-Fi, optical network terminals, door lock networks, etc.

• Support and maintain telephony and data services for Parks, Resorts and Special Events.

• Analyze Data using ServiceNow and audit reports for strategic decision making.   

• Provide Layer 1 cable/wiring support and sustainment of the Disney Global Network.

• Fiscal responsibilities for Operational/Project budgets.

• Supervise a team of Union cast, maintain shift schedules, and ensure operational coverage.

• Knowledge of administrative applications: Microsoft Office 365, ServiceNow, MyTime, CastMobile, Regulatory training, etc.

• On-Call Manager on Duty (MOD) rotation, responsibility for system outages/issues after hours/weekends rotated on a weekly basis with other operational managers.

• This is a second shift position – Monday - Friday 12PM-8PM

Qualifications

• 5+ years in the Telecommunication Industry.

• 2+ years of leadership or Lead Technician experience.

• Experience and knowledge of Collective Bargaining contracts and unionized work environments.

• Ability to collaborate with a range of partners while understanding multiple perspectives.

• Strong time management, prioritization, and delegation skills.

• Knowledge of VoIP, SIP, virtual, and physical network environments.

• Knowledge of voice systems (Cisco, Avaya, Nortel) Unified Communications and Call Managers.

• Strong written and verbal communication skills to convey data and analysis to internal and external customers.

• Oversee technical outages and communicate updates, often performing as the on-call Telecom Technical Commander for supported systems.

Education

• Bachelor’s Degree from a 4-year college or equivalent work experience