FTI Operations Service Specialist (Melbourne, FL)

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L3Harris is the Trusted Disruptor in defense tech. With customers’ mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.

Job Title: FTI Operations Service Specialist

Job Code: 38937

Job Location: Melbourne, FL

Job Schedule: 9/80

Job Description:

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.

Responsibilities:

This position reports directly to the lead FTI Operations Service Manager

Responsible for all 3rd level and above escalated Telco tickets for FTI Operations

Interface with Telco Service Managers to ensure trouble tickets are resolved in a timely manner

Assist the FTI Telco Assurance Manager to Investigate Reason for Outage (RFO) requests from FTI Operations with all Telco Providers when necessary

Engage on escalations from OPS Management, FTI NAM team, and FAA Liaisons when requested

Monitor for major outages and engage Telco Service Managers to expedite resolution

Participate during monthly Service Improvement Meetings (SIM) with all Telco Providers

Participate in Tri-Annual Telco Reviews with FTI Program Management and Telco Executive Management

Identify Telco circuit performance and Telco service management trends for areas of improvement

Main point of contact for all related Telco portal enhancements, issues and improvements.

Ability to obtain a U.S. Government Security clearance or a FAA Public Trust clearance.

Qualifications:

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.

Preferred Additional Skills:

Organizational management experience

Excellent communication (oral and written) and interpersonal skills

Excellent presentation skills

Comfortable in face-to-face Telco partners and customer engagements in high-pressure situations

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L3Harris Technologies is proud to be an Equal Opportunity Employer. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. L3Harris maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.

Please be aware many of our positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

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