Vesta Corporation
  • Engineering
  • Alpharetta, GA, USA
  • Full Time

POSITION SUMMARY:   This role includes all functions required of an Operations Engineer, as well as supervising, and providing leadership and structure for Operations Engineering staff.

 

ESSENTIAL FUNCTIONS:

  • Provides an interface between the Network Operations Center (NOC) and key support organizations:  IT, Customer Care, Engineering, Payments and Account Management. 
  • Coordinates staff resources to ensure adequate coverage 24/7/365
  • Develops training materials and conducts initial, ongoing and remedial training for Operations Engineers, ensuring that NOC policies and procedures are documented, communicated and adhered to by all NOC staff
  • Manage relationships with external vendors/suppliers of payment, services and products that enable the Vesta services (Payment, TU, eBureau, SMS, Safe Settlements, Rege, Qsent, MRC's, etc.)
  • Authors and maintains product run books, specifications and other documentation for functionality deliverables from support organizations
  • Supports individual Account Managers and Call Center Operations in the introduction and optimization of both new and existing services
  • Develops and manages the collection and analysis of data from support organizations that will benchmark and improve product performance and customer experience
  • Selects and loads input and output, observes operation of equipment, control panels, error lights, verification printouts, error messages, and faulty output
  • Researches error messages and may manipulate console to properly sequence job steps after a job is interrupted
  • Ensures all necessary data files are accounted for and available in order to initiate each processing task.
  • Monitors database systems in accordance with a schedule of operations
  • Identifies hardware and software malfunctions and takes appropriate corrective action as necessary to resolve operating problems
  • Maintains scheduled reports of operations activities including trouble reports, logs, etc.
  • Identifies and corrects deficiencies in documentation and work flow
  • Coordinates with engineering and IT to ensure that adequate documentation is in place for NOC to support all systems
  • Coordinates and schedules staff resources to ensure adequate coverage
  • Serves as first point of escalation for issues pertaining to NOC or regarding services provided by the NOC.
  • Provides weekly analysis and reporting on KPI and SLA performance
  • Reviews policies and procedures for continuous improvement

 

KNOWLEDGE, SKILLS AND EXPERIENCE:

  • Two-year degree from technical institution or equivalent industry experience
  • Minimum of one (1) year experience as an Operations Engineer
  • Demonstrated ability to remain calm and act with clarity and purpose in times of stress or crisis.
  • Demonstrated problem solving skills. 
  • 24/7 monitoring environment; must be available to work swing and night shifts, including weekends
  • Excellent verbal and written communication, interpersonal and customer service skills
  • Must have demonstrated history of impeccable integrity, ethics and fair play
  • Self-starter and a team player that will thrive in a fast paced environment
  • High level of proficiency with MS Office tools 
  • Strong organizational skills
  • Must be able to work independently and display initiative, self-motivation and dedication necessary for timely and successful work completion
Vesta Corporation
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