*Job Title: Program Manager *
*Location : San Jose, CA*
*Duration : 5+ Months*
*Job Duties and Responsibilities:*
- Maintain strong business relationships with Advanced Services Delivery
Managers, Service Delivery Executives, and Theater Directors and customers
in the CDV Program. Communicate CDV (Customer Data Validation) Program
account status to them and solicit their participation to resolve CDV
account accuracy issues.
- Cultivate business relationships with the Client Sales Teams (Client
Managers, Account Managers, SSM’s, SM’s, etc) that sell AS NOS Services to
Client's customers. Communicate value of STS Services and Support Programs
and STS Products to those Sales Teams. Actively solicit their participation
to resolve accuracy issues with CDV Program accounts and collect
information to describe significant business impact for customer or Client
through the use of PE&O or SWS reports produced by Network Profile or Net
Audit.
- Manage assigned CDV accounts. Notify STS Support Engineer when action
is required to fix Inventory, Configuration, or Syslog accuracy issues. In
partnership with STS Support Engineer, create plans and obtain commitments
from CDV customer POC’s (Point-of-Contact), NCE’s, and DM’s to improve
Inventory, Config or Syslog accuracy. Follow up to ensure action (including
business escalations) is taken.
- Conduct monthly CDV Handshake meeting - update CDV Handshake Page with
changes, action items, and meeting minutes. Identify changes to Planned
Target Devices (PTD). In partnership with STS Support Engineer create plans
to add new devices to the seedfile.
- Actively seek out and enroll eligible accounts from the STS Services &
Support Basic Service Program into the CDV Program.
- Manage the CNC Deployment Program for new Advanced Services accounts.
This includes coordination with AS Delivery and Sales teams, STS Product
Management, and STS Services and Support Tech Lead to identify customer
Point-of-Contact (POC) and obtain customer approval for CNC install with
STS Services & Support approved method for remote access.
- In partnership with STS Tech Lead and STS Support Engineer, create the
plan for CNC install into new Advanced Services (AS) accounts and CNC
upgrades / replacements in current AS accounts. The objective is to deploy
into new accounts in the shortest time and minimize impact of upgrades /
replacements on customer operation and accuracy of data collection for
existing accounts. Communicate the plan with dates, action, and action
owner (including POC STS Program Mgr and NCE) to NCE and POC. Monitor plan
and resolve issues to ensure successful implementation.
- Ensure STS Support Engineers update CDV account QT (Quality Target)
comments at least once each week.
- Train STS Tech Leads and Support Engineers in CDV Program Procedures
(e.g. Escalation, Handshake, QT Comments, etc). Repeat training when needed
- emphasizing changes to the procedures – or minimum of once each year
during the month of February.
- Identify and report Top Issues for all accounts in assigned region.
Monitor Top Issue resolution. Identify and report significant
accomplishments made by STS Services and Support Engineers in sufficient
detail for use during Quarterly Ops Reviews.
- Provide general assistance and support to STS Regional Managers and
other STS Services and Support Program Managers. This may include training
new Program Managers, sharing Best Practices and other important
information with other Program Managers, collecting data and preparing
Quarterly Ops Review presentation material, and documenting assigned action
items and important discussions that occurred during team meetings.
- Perform other related tasks that may periodically be assigned by STS
Support Regional Manager.
*Job Level Specific Duties*
• Works on a large portfolio of applications.
• Provides application design and documentation that spans multiple
applications and/or functions.
• Participates, and may lead, on complex projects with significant impact
on IT and / or business.
• Mentors less experienced team members.
• Prioritizes own work regarding the development, coding, testing, and
debugging of new software or enhancements to existing software.
• Works with technical staff and business to understand problems with
software and assist to resolve them.
*Typical Years of Experience*
• Typically requires 5-7 years relevant experience.
*Minimum Education and Certifications*
• Undergraduate degree or equivalent combination of education and work
experience.
*Skills*
• Consistently applies fundamental knowledge of programming languages for
design specifications.
• Applied in-depth knowledge of one or more programming languages.
• Substantive knowledge of coding, testing and debugging.
• Proven ability to apply programming languages to develop solutions to
business needs.
• Competent to work in all phases of applications programming and design.
*Physical Requirements/ Working Conditions*
• Ability to physically perform general office requirements.
• Must be able to perform essential responsibilities with or without
reasonable accommodations.
• Significant travel including overnight domestic or international trips
may be required
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