Job Description
Job Title
Responsible for supporting all Voice & Network infrastructure
Individual will handle all incident, problem and change management of voice & network related issues
Maintains 24x7 operation and ensures production availability of the Network & Voice infrastructure
Responsibilities
- Monitors and manages all voice and network infrastructure to ensure availability and performance metrics are met
- Manages 3rd party relationships relating to Network Operations (i.e. SITA, Verizon, AT&T, etc.) to ensure service levels agreements are met.
- Consults with other technology teams to ensure operational success
- Delivery/Support - Ensure the availability, performance, and operational integrity of Network Operations domain
- Tracks and escalates open issues to ensure operational success
- Performs root cause analysis to quickly recover from any network service interruption, and to prevent recurring problems
- Coordinates activities with internal and external technology teams to support operational needs of the business
- Reviews all network related change management tickets to ensure their promotion into the production environment is operationally ready
- IT Process Management and Administrative
- Encourages and enforces compliance to IT Service Management process and procedures pertaining to Network Operations
- Ownership of incident, problem and change management network-related issues
Top 3 skill sets required for this role:
- LAN/WAN ROUTING
- Troubleshooting knowledge with Cisco & HP Aruba switches.
- Enterprise Wireless with Aruba wireless networks.
- Team player, detail-oriented, good communication skills.
Skillset/Knowledge
Data Network Skills –
- Technical Skills: General knowledge of LAN/WAN, routing, switching, load balancers, firewall required
- Customer Focus: Understands the expectations and requirements of both internal and external customers, acts as their advocate, and communicates transparently to build their trust and respect required
- Teamwork: Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer required
- Personal Accountability: Regularly demonstrates personal accountability for their decisions, their actions, and the actions of their team and domain; answers to customers or leadership when outcome does not meet expectation required
- Dedication: Involves demonstrating a desire to dedicate time and energy to accomplish goals, tasks, assignments, etc. Will do what it takes on a 24x7x365 basis to support the operation required.
Voice Skills – (Voice Experience not required)
- Responsible for configuration and setup of CISCO Unified Communications manager equipment and CISCO Unity Voice mail
- Support all advanced intelligent call routing platforms such as Genesis and Cisco call manager as well as utilizing CTI technology to integrate voice and data information flows.
- Provide 24/7 maintenance and support for the Client's Enterprise and contact center voice and network
- Responsible for incident, change and problem management of non-contact center related voice platforms
- Ensure the availability, performance, and operational integrity of Enterprise Voice Operations domain
- Communicates the business impact and ensures the right resources are engaged within incident management to quickly resolve operational issues
- Ensures PCI compliance of production voice infrastructure
- Encourage and enforce compliance to IT Service Management process and procedures
- Ownership of incident, problem and change management enterprise voice-related issues
- Accountable for timely identification of voice services, problems and resolution of service incidents using AT&T Business Direct, Verizon Enterprize Center
- Manage the voice network through vendors and 3rd party relationships with multiple domestic and international carriers. (i.e.: SITA, AT&T, Verizon, BT, etc.
- Monitor inbound (Domestic & international toll-free networks) terminating in multiple domestic and international contact centers. Cisco Cube Genesys-CCPulse, CME, & Avaya CMS
- Fast response to problem identification, notifying affected groups and timely problem resolution using, Prognosis, Empirix and HP Service Manager
- Escalation to 3rd and 4th level support, confirmation of resolution, and followup on incident documentation
- Ensure availability, performance and operational integrity of network operations using NNMI and HP Network Automation
- Coordinate, troubleshoot, track and escalate Voice and Network issues and activities with internal and external technology team to support operational needs of the business for voice and network.
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