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, Lumen, 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
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 United Airlines 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.
Required Skills : Network Security,Cisco
Additional Skills : Security Analyst,Network Administrator