Military Fellowship Program

Job Title: Sr Specialist Network Technology Support (17)

Key Roles and Responsibilities – Load Manager, Service Assurance• Monitor Service Assurance queues for trouble tickets, outages, escalations, and customer-impacting issues.• Prioritize work based on severity, SLA, customer impact, and ticket age.• Balance ticket volume across technicians, analysts, support teams, or workgroups.• Assign and reassign tickets based on skill set, availability, ownership, and issue type.• Track SLA and jeopardy items to identify tickets at risk of missing service targets.• Escalate critical or aging issues to the appropriate technical teams, leadership, or next-level support.• Coordinate outage and incident response by ensuring the right teams are engaged quickly.• Communicate queue health, backlog, and priority issues to supervisors, managers, and stakeholders.• Identify workflow bottlenecks that delay repair, resolution, dispatch, or customer restoration.• Support real-time workload adjustments during high-volume events, major incidents, or staffing gaps.• Ensure accurate ticket documentation including status updates, ownership changes, escalations, and handoffs.• Drive timely restoration support by keeping focus on service-impacting and customer-affecting issues.• Provide end-of-shift handoffs covering open critical items, backlog, SLA risks, and pending escalations.