FTI Operations Service Specialist (Melbourne, FL)

Job Title: FTI Operations Service Specialist

Job Code: 38937

Job Location: Melbourne, FL

Job Schedule: 9/80

Job Description:

The FTI Operations Service Specialist will be responsible for handling all 3rd level and above escalated trouble tickets for FTI Operations toward resolution of telecommunication partner outages. Participate during monthly Service Improvement Meetings (SIM) and Tri-Annual Telco Reviews with all Telco Providers, FTI Program Management and Telco Executive Management. Investigate Reason for Outage (RFO) with Telco providers. Engage on escalations from Operations Management, FTI NAM, and FAA Liaison teams when requested. Identify trends and areas for improvement for both Telco and the PNOCC. Ensure effectiveness and efficiency of Telco partner Service Management and portal applications.

Responsibilities:      

• This position reports directly to the lead FTI Operations Service Manager


• Responsible for all 3rd level and above escalated Telco tickets for FTI Operations


• Interface with Telco Service Managers to ensure trouble tickets are resolved in a timely manner


• Assist the FTI Telco Assurance Manager to Investigate Reason for Outage (RFO) requests from FTI Operations with all Telco Providers when necessary


• Engage on escalations from OPS Management, FTI NAM team, and FAA Liaisons when requested


• Monitor for major outages and engage Telco Service Managers to expedite resolution


• Participate during monthly Service Improvement Meetings (SIM) with all Telco Providers


• Participate in Tri-Annual Telco Reviews with FTI Program Management and Telco Executive Management


• Identify Telco circuit performance and Telco service management trends for areas of improvement


• Main point of contact for all related Telco portal enhancements, issues and improvements.


• Ability to obtain a U.S. Government Security clearance or a FAA Public Trust clearance.

Qualifications:

• Bachelor’s Degree and a minimum of 2 years of prior related experience. Graduate Degree or equivalent with 0 to 2 years of prior related experience. In lieu of a degree, minimum of 6 years of prior related experience.

Preferred Additional Skills:

• Organizational management experience


• Excellent communication (oral and written) and interpersonal skills


• Excellent presentation skills


• Comfortable in face-to-face Telco partners and customer engagements in high-pressure situations

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