Engineering Response Team Manager

About SNA:

Since 2001, Safety NetAccess has been designing, building, and supporting managed wireless networks. We’ve grown from a two-man start-up to one of the country’s most trusted providers, yet we still feel like we’re just getting started.

Along the way, we have been certified by all the Major Hotel Brands. While we are very proud of these designations, what truly excites us is thinking about the millions of guests and residents who have had a flawless experiences with our equipment.

We are passionate about what we do and seek highly skilled professionals to join our team. We are seeking a self-motivated and innovative product manager to join our growing company and help us continue to push the envelope with our products. As a product development engineer on our dynamic and driven team, you will be responsible for developing and delivering new products by conducting market research, creating product timeframes and plans, and working with marketing, sales, operations, and support to onboard new products and features.

Safety NetAccess is an outstanding, privately owned company that holds a great deal of opportunity for professionals interested in joining a smart, ambitious, hard-working, expanding team and pursue an exciting career.

Location: Winston-Salem, NC

Objective:

• To manage and lead the Network Escalation Team, ensuring timely and effective resolution of critical network issues.

Scope of Work:

• Oversee the escalation process for network-related incidents.
• Coordinate with cross-functional teams to resolve complex network problems.
• Develop and implement strategies to improve network performance and reliability.
• Ensure compliance with Service Level Agreements (SLAs) and other regulatory requirements.
• Develop, maintain technical documentation and standard operating procedures.

Responsibilities:

Incident Management:

• Lead the team in identifying, diagnosing, and resolving network issues.
• Prioritize incidents based on severity and impact on business operations.

Team Leadership:

• Mentor and train team members to enhance their technical skills and knowledge.
• Conduct regular performance reviews and provide feedback.

Communication:

• Serve as the primary point of contact for escalated network issues.
• Communicate effectively with stakeholders, including senior management and clients.

Reporting:

• Generate regular reports on network performance, incident trends, and team performance.
• Provide insights and recommendations for network improvements.

Deliverables:

• Monthly and quarterly performance reports.
• Incident resolution documentation.
• Training and development plans for team members.
• Strategic plans for network improvements.

Performance Metrics:

• Incident resolution time.
• Network uptime and reliability.
• Team performance and development.
• Stakeholder satisfaction.
• Vocal leadership/assertive leadership.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in network engineering, with a focus on Wi-Fi technologies.
• Proven experience in managing a team of engineers.
• Certifications such as CCNA, CCNP, CWNA, or CWNP are highly desirable.
• Strong understanding of Wi-Fi standards, protocols, and security measures.

Skills and Competencies:

• Excellent leadership and team management skills.
• Strong problem-solving and analytical abilities.
• Proficiency in Wi-Fi network design and troubleshooting.
• Knowledge of network security best practices.
• Ability to work under pressure and manage multiple projects simultaneously.
• Excellent communication and interpersonal skills.