SENIOR MANAGER, MISSION SUPPORT SERVICES

REDCOM Laboratories, Inc.•Victor, NY

15h•Hybrid

About The Position

This role will lead the team and contribute to integration efforts, while also evaluating and interpreting emerging technologies. The individual will support the development of internal training, ensure alignment with business opportunities, and serve as a deep technical resource for customer-facing teams. In this newly created position, the ideal candidate has a strong desire for solving complex problems. Using current capabilities, strong technical expertise, and creativity, this position will help solve customer problems. This position will supervise a technical team, support hands-on product training for the entire Customer Activities Group, and will support implementation and on-going support for our deployed products. In addition, ideation and invention of new ideas using our products, technology as well as new markets and use cases for our products are welcome as a part of this team’s role at REDCOM. We are seeking a highly skilled and strategic technical leader to lead a team supporting technology-driven innovation and technical expertise. This role is responsible for driving system integration efforts, evaluating emerging technologies, exploring the art of the possible, and aligning technical capabilities with customer and market opportunities. In addition to leading technical initiatives, the Senior Manager of the Mission Support Services group will oversee the technical support team, ensure timely resolution of trouble tickets and maintain a high standard of service to our customers. This role will also play a critical part in shaping internal training initiatives and will serve as a key technical resource to customer-facing teams. The ideal candidate brings a strong technical background, leadership experience, and a passion for innovation and collaboration across cross-functional teams. This position will foster a culture of failing fast, learning, improving, and iterating quickly; evaluation of emerging technologies as it relates to integration and implementation will be a key driving factor in creating additional market solutions and new product sets. This leader will work closely with leaders in Strategy, R&D, Business Development, Software Development, and Technology organizations.

Requirements

Experience with emerging technology team leadership with a proven track record of using emerging technologies to address product and market differentiation, build out business cases, and drive research/tracking and pilots toward measurable outcomes.
Ability to apply multidisciplinary knowledge and practices to achieve successful outcomes in cross-functional projects and activities.
Strong verbal and written communication skills are a must, strong presentation skills, as well as the ability to work effectively across internal and external organizations.
Subject matter expert in secure communications, telecommunications and data networking.
A minimum of a Bachelor's Degree in Business, Engineering, or a related field preferred and, significant experience (10+ years) in technology-focused organizations, including hands on experience with Software architecture and leading cross-disciplinary teams.
Candidates who possess significant experience and certifications in lieu of a Bachelor’s will also be considered.

Nice To Haves

Strong systems engineering/architecture fundamentals.
Strong analytical and problem-solving skills, proven ability to conceptualize and design pragmatic solutions.
Experience in integrating next-generation communications technology
Experience with electronics equipment and systems.
Experience using diagnostic utilities: Wireshark, protocol analyzers, oscilloscopes, digital multimeters, etc.
Subject matter expert in Session Initiation Protocol (SIP).
Programming & Scripting: ANSI C, Lua, BASIC, Visual Basic, LabVIEW
Tools & Platforms: VMware vSphere, Oracle VirtualBox, REDCOM CLI, Cisco IOS/CUCM, Acme Packet CLI, Sonus EMS
Networking & Protocols: IP, TCP/UDP, RTP, SIP, H.323, ISUP, OSPF, HSRP, SONET, Frame Relay, ATM
Databases & OS: MySQL, PostgreSQL, Microsoft Windows, UNIX/Solaris, VMware, VirtualBox
Drafting: AutoCAD, Microsoft Visio

Responsibilities

Support current product deployment and implementation through both hands-on work and team guidance.
Oversee the Technical Support Team, ensuring timely and effective resolution of customer trouble tickets.
Lead the functions of scanning, tracking, and ranking of critical technologies for REDCOM’s solutions and their current and potential future impacts on REDCOM.
Evaluate emerging technologies for the feasibility of integration and implementation on current and future products within 18 months. Drive innovation, rapid execution of projects and complement critical strategic goals.
Identify, develop, influence, and make a case for the operationalization of emerging technologies that will enhance customer and partner experience, deliver operational efficiencies, enable differentiated value in the market, and enable next-generation product offerings.
Connect technologies to business problems and educate/evangelize the application of technologies that address business problems in a way that both technical and non-technical stakeholders understand, working with and in collaboration with other senior leaders (both technical and non-technical) in both current market solutions and emerging/new product solutions.
Provide hands-on, operational leadership and inspiration, and develop a team of passionate technologists to drive value creation quickly; infuse an innovation-driven mindset.
Lead the development and delivery of technical training programs and ensure teams are equipped with the knowledge and tools needed to effectively support customer-facing operations.
Maintain High standards of technical support, responsiveness, and customer satisfaction.
Implement and monitor support processes to improve issue resolution efficiency and service quality.