Program Manager, Telecommunications

Tyto Athene is seeking a Telecommunications Program Manager to support the Social Security Administration's Telecom Program and telephony systems, an enterprise-class VoIP, MS Teams PBX and Unified Communications solution, across all CONUS/OCONUS locations.

Responsibilities:

• Project Planning and Management: Develop comprehensive project plans that outline timelines, milestones, and resource allocation. Ensure projects are completed on time and within budget.
• Team Coordination: Manage and coordinate the efforts of various teams, including engineers, technicians, and contractors, to ensure effective collaboration and communication throughout the project lifecycle
• Risk Management: Conduct risk assessments and develop contingency plans to mitigate potential issues that may arise during the project.
• Quality Assurance: Ensure that project deliverables meet quality standards through regular quality checks and managing quality assurance processes.
• Ability to Analyze and Audit invoice patterns.
• Reviewing, analyzing, and providing a summary report on service provider statements.
• Liaise with Telecom service providers to provide status on service provider network outages and coordinate escalation of the same.
• Supervise Processing and tracking MAC (Move Add Change ) order requests.
• Communicating with clients, engineers, contracting personnel, and vendors to bridge gaps and resolve potential order delay issues.
• Ability to read and decipher carrier invoices and customer service records.
• Capturing key circuit and service attributes to update and maintain Telephone Management System inventory database.
• Completing various order processing steps to move orders through Pending Processing, Ordered with Vendor, and following up until the carriers fulfill orders and coordinate and schedule installations.
• Work with the carrier(s) to resolve identified billing disputes, manage and resolve disconnection notices.
• Interact with customer and carrier(s) relating to invoice processing to resolve any items which prevent completion.
• Ensure proper, timely and accurate invoice processing.
• Other tasks as deemed necessary by the Program Manager or designated Government project lead.

Required:

• Obtain (through SSA) Public Trust (Suitability) government clearance
• PMP Certification or equivalent education/experience
• Bachelor's degree (BS/BA) in Communications or equivalent work experience
• Minimum of 5 years’ experience in telecom customer service
• Must have at least 2 years’ experience working with SharePoint Online and Office 365
• Solid understanding of Excel functions and formulas at an intermediate level
• Must be willing to work at customer site in Baltimore, MD.
• Experience working with LECS (Local Exchange Carrier System)
• Experience with Ordering and Billing Services
• Knowledge of wireline telecom circuits and services
• Must be able to independently work on a project and have initiative to communicate internally and externally
• Detail-oriented with strong analytical skills
• Problem solver with entrepreneurial attitude
• Ability to navigate basic computer systems and work in Microsoft Excel at mid-level