Implementation and Support Manager

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.

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.
• NG911/Public Safety or Telecommunications background strongly preferred.

Education