Implementation and Support Manager
About The Position
The Implementation & Support Manager is a technical, hands-on role responsible for coordinating, executing, and supporting the deployment of NG911 and ESInet services. This position manages implementation activities and serves as a subject matter expert across pre‑deployment planning, acceptance test plans (ATP), and post‑implementation support. The ideal candidate brings deep technical expertise in public‑safety communications, strong operational discipline, and the ability to work cross-functionally with engineering, NOC, operations, and customer teams. This role requires excellent problem‑solving abilities, attention to detail, and comfort operating in a fast‑paced, high‑impact environment.
Requirements
- 6+ years of Emergency Services Telecom experience.
- Demonstrated expertise in NG911 systems, PSAP operations, and public safety communications.
- Proven experience in NOC, Tier 2/Tier 3 support, or network operations support.
- Strong understanding of networking protocols (SS7, TCP/IP, SIP, multicast, Ethernet, etc.) and monitoring tools.
- Exceptional technical leadership and people management skills.
- Strong organizational, planning, and execution capabilities.
- Analytical mindset with proven troubleshooting/problem-solving expertise.
- Outstanding communication and presentation skills, including executive-level reporting.
- Ability to thrive in a fast-paced, high-visibility role requiring both strategic oversight and hands-on execution.
Nice To Haves
- NG911/Public Safety or Telecommunications background strongly preferred.
Responsibilities
- Lead the successful delivery of NG911 deployments, ensuring timelines, quality, and scope are met.
- Drive testing, integration, and migration readiness activities across PSAPs and OSPs.
- Provide subject matter expertise on NG911 call flow, systems, and processes.
- Collaborate with project leads, subcontractors, and stakeholders to manage technical integrations.
- Lead and coordinate NG911 and ESInet implementation activities, ensuring accurate configuration, testing, and successful service activation.
- Manage pre‑implementation tasks such as requirements validation, technical planning, documentation prep, and customer readiness.
- Execute and oversee Acceptance Testing Plan (ATP) activities, including troubleshooting, validation, and issue resolution.
- Serve as a technical subject matter expert (SME) for NG911, PSAP operations, call routing, and public‑safety network architecture.
- Provide and/or coordinate Tier 2/Tier 3 support for complex NG911‑related issues, collaborating closely with Engineering and the NOC.
- Perform post‑implementation support, ensuring smooth transition to production, monitoring performance, and resolving escalations.
- Maintain detailed documentation, implementation plans, test results, and operational runbooks.
- Deliver clear updates, technical reports, and executive‑level summaries on project status, risks, and performance metrics.
- Identify gaps in processes or configurations and drive continuous improvement in implementation and support workflows.
- Coordinate vendor interactions and inter‑team communication to ensure timely issue resolution and service stability.
Benefits
- Comtech’s Drug-Free Workplace Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
