About this role
<p><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><strong>Job Title: </strong><strong>FTI Operations Service Specialist</strong></span></p> <p><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><strong>Job Code: 38937</strong></span></p> <p><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><strong>Job </strong><strong>Location</strong><strong>:</strong><strong> Melbourne, FL</strong></span></p> <p><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><strong>Job Schedule: </strong><strong>9/80</strong></span></p> <p> </p> <p><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><strong>Job Description:</strong></span></p> <p><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">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.</span></p> <p><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><strong> </strong></span></p> <p><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><strong>Responsibilities: </strong></span></p> <ul> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">This position reports directly to the lead FTI Operations Service Manager</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Responsible for all 3rd level and above escalated Telco tickets for FTI Operations</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Interface with Telco Service Managers to ensure trouble tickets are resolved in a timely manner</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Assist the FTI Telco Assurance Manager to Investigate Reason for Outage (RFO) requests from FTI Operations with all Telco Providers when necessary</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Engage on escalations from OPS Management, FTI NAM team, and FAA Liaisons when requested</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Monitor for major outages and engage Telco Service Managers to expedite resolution</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Participate during monthly Service Improvement Meetings (SIM) with all Telco Providers</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Participate in Tri-Annual Telco Reviews with FTI Program Management and Telco Executive Management</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Identify Telco circuit performance and Telco service management trends for areas of improvement</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Main point of contact for all related Telco portal enhancements, issues and improvements.</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Ability to obtain a U.S. Government Security clearance or a FAA Public Trust clearance.</span></li> </ul> <p><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><strong> </strong></span></p> <p><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><strong>Qualifications: </strong></span></p> <ul> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">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.</span></li> </ul> <p><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><strong> </strong></span></p> <p><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><strong>Preferred Additional Skills:</strong></span></p> <ul> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Organizational management experience</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Excellent communication (oral and written) and interpersonal skills</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Excellent presentation skills</span></li> <li style="font-family:verdana, geneva, sans-serif;font-size:14.0pt"><span style="font-family:verdana, geneva, sans-serif;font-size:14.0pt">Comfortable in face-to-face Telco partners and customer engagements in high-pressure situations</span></li> </ul> <p> </p> <p><span style="color:white;font-family:verdana, geneva, sans-serif;font-size:14.0pt">#LI-SS1</span></p>