Vendor Performance Manager, NOC Operations

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Google Fiber

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

📡 Telecommunications

Telecommunications • Internet

Google Fiber is a high-speed internet service provider and a subsidiary of Alphabet Inc. , offering fiber optic communication services to select areas in the United States. As an integral part of Google's suite of products and services, Google Fiber aims to provide fast and reliable internet connections to enhance user experience across digital platforms.

📋 Description

• Develop and monitor key performance indicators (e.g. SVL, AHT, MTTD, MTTR) to track vendor performance across various NOC Ops metrics. • Conduct regular (daily) performance reviews with vendors, providing feedback on strengths and areas for improvement. • Collaborate with vendors to forecast staffing needs based on anticipated tickets/cases volumes, seasonality, and other factors. • Assess vendor agent skill sets and identify training or development needs to enhance performance. • Establish and maintain strong working relationships with vendor contacts. • Collect and analyze vendor performance data, identifying trends and insights. • Maintain a strong understanding of the NOC/technical support processes, tools (e.g. Netcracker, ServiceNow, Genesys, Jira), and fiber internet technologies.

🎯 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.

🏖️ Benefits

• Bonus • Cash award • Benefits