Team Lead, Network Specialist - Naperville, IL

Job Description
Job title Team Lead, Network Specialist
Req ID 10728BR
Job category Business Support
Sub-category Administration/Support
Countries (State/Region) United States - Illinois
Location Naperville
Role synopsis Serves as the primary point of contact for all Electronic Point of Sale issues concerning network connectivity within the ABSC. Interfaces with network provider and vendors during network setup, implementation, new product development and rollout. Analyzes, identifies, and resolves customer issues, including escalated issues both internally and externally. Contributes to the ABSC principles of we solve, partner, innovate and deliver. Additional responsibilities including leading a team of Tier 2 Network specialists which includes coaching and development of the team. The Team Lead, Network Specialists will also interface with the Customer & Technical Support (CTS) Subject Matter Experts (SME's) to author documentation and facilitate training for CTS.

Key accountabilities . Develop, monitor, and maintain network connectivity-related processes and operations
. Provide a clear sense of direction for the Network Specialist team in the wider business objectives
. Resolve vendor or site issues escalated from Tier 2 regarding network connectivity
. Serve as a leader for the Network Operations Team to proactively / reactively notify appropriate parties of network issues
. Conduct vendor management to ensure Service Level Agreements are fulfilled, working with procurement team to assess penalties if vendor SLA's are not met
. Engage in and lead special projects
. Lead the Tier 2 network specialist team.
. Document and maintain knowledge database on network issues and resolution
. Interface with IT&S, the AMPM business unit and the FVC
. Coordinate and facilitate BP Partner Meetings
. Lead internal CTS project initiatives and execute customer CRF requests using project management principles
. Availability 24x7x365
. Maintain database integrity regarding network IP information as well as other retail network systems
. Present and explain measurement and performance against KPI's to business units.
. Pursue and successfully implement continuous improvement projects and initiatives.
. Knowledge base documentation authoring and updating.
. Training development and knowledge transfer.
. Ability to translate and communicate high levels of technical detail into customer focus terms and vice versa
. LAN and WAN advanced troubleshooting including running sniffers and traces to track network data flow.
. Use of analytical skills to gather and report on network trends for problem resolution and root cause analysis.
. Applied understand of the Retail network topology
Essential criteria & qualifications . Bachelor's degree or equivalent experience
. Experience working with complex data and performing trend analysis resulting in meaningful business context.
. Experience in Technical Helpdesk and/or Customer Service environment is preferred
. Either operational experience or background in a proprietary credit card network
. Strong PC skills (Microsoft Office) and ability to navigate and use business systems (Siebel, Banama, Informatica , Tango, Vision, RSDB Aqua, Hughes network management portal and customer gateway)
. Strong written and oral skills including experience in writing knowledge base documentation.
. Working knowledge of both the ampm and Fuels value chain business units.
. Ability to manage, lead and coach people successfully.
. Detailed understanding of the BP retail network, including LAN and WAN topology.
. Strong understanding of the retail network communications procurement processes.
. Experience troubleshooting LAN and WAN technology not limited to but including routers, firewalls and network modems.
Desirable criteria & qualifications . CCNA or Network + certified preferred
. Project Management Experience preferred

Source: Job.com