Network Voice Manager

Job Description

Service Manager – Network Voice:

San Diego, CA or Dallas Texas 

Fulltime with Zensar

The primary role of the Service Manager is to take ownership of the day-to-day operational relationships between information technology service delivery and the Client business. This involves managing and coordinating the appropriate resources to ensure optimal service delivery and ensure that all issues raised are resolved in accordance with the applicable procedures and Service Level Requirements.

Major Duties and Responsibilities:

• Be responsible for overseeing delivery of Network Voice Support services and serves as the primary management point of contact for that service Agreement
• Be knowledgeable about the Support Agreement of the responsibility and in the polices, processes, and procedures to deliver Services to the Client
• Ensure Voice team provides prompt resolutions to be in accordance with Service level agreements.
• Ensure that timely and high quality information relating to T&UC service status, incidents and requests is communicated to colleagues and stakeholders using the appropriate mechanisms, and produce timely periodic reports as required.
• Develop and work to appropriate service levels with defined quality of service metrics that will maintain and demonstrate high quality T&UC service provision.
• Monitor and report on the performance for the Voice service area as required by the Agreement
• Evaluate customer feedback to develop quality improvements to service delivery
• Actively and consistently support all efforts to simplify and enhance the customer experience
• Provides leadership in network operations support in a 24/7 operating environment
• Initial point of contact for all major issues during their coverage period
• Responsible for staying on top of all event, incident, and requests/change management for all during their shifts
• Ensures timely and accurate notifications of network issues are being communicated to the business and that all outages are being escalated accordingly with our vendor/carrier partners
• Ensures that all process and procedures have been implemented, understood and followed for their responsible shift
• Compile and distribute daily turnover report detailing events and outages that are either ongoing or recently resolved on shift
• Ability to multi-task and solve multiple trouble issues simultaneously in a high stress environment
• Coach and mentor teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture
• Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
• Participates in change control committee, providing input into all changes/additions to network to ensure minimal disruption to production system
• Resolves any scheduled maintenance or major outage issues escalated from direct reports
• Lead the technical planning session for growth, implementation and future projects.
• Manage decommissioning, upgrades, maintenance and support of the
• T&UC services and their components.
• Oversee the Voice team to ensure that all levels of technical support, service incidents and service requests are being met.
• Provide clear, timely and pertinent communication to colleagues, management and service users.
• Evaluate and report on new T&UC features, equipment and technologies.
• Contribute to the writing of disaster recovery and risk management processes and documentation, as directed.
• Attendance and reporting to appropriate internal and external meetings.
• Appropriate training of other staff.
• It should be noted that this position may involve off-campus work, and that this position does require participation in an out-of-hours on-call rotation. Additionally, the role may require work outside standard office hours including the early morning, evening and weekend.
• The role holder is expected to maintain high levels of professional conduct, including but not limited to; cooperative engagement in tasks set, the exercising of initiative to suggest (through line mangers if appropriate) improvements to the services provided, and professional styles of communication and behavior at all times.

Education:

• Bachelor’s Degree in Computer Science, Information Systems, Electrical Engineering or equivalent experience.
• Industry recognized Professional Level Cisco Voice Certifications

Related Work Experience

• 12 plus years work experience in a 24x7 Operations Center
• 8 plus years managing a 24x7 Operations Center

Preferred Qualifications:

• Strong ability to aid in analysis of and documentation of root-cause analysis
• Ability to make decisions and solve problems while working under pressure
• Ability to work with others to resolve problems, handle requests or situations
• Hands-on experience with Cisco network equipment.
• Experience in Cisco PBX and/or Call Center systems engineering experience
• Knowledge of AWS Connect Call Center solution, Zoom Cloud-based video conferencing
• Experience with router configuration, knowledge of voice mail, unified messaging, ACD and IVR systems
• Strong performance tuning (QoS) and capacity planning, traffic analyzation experience.
• Experience with monitoring solutions such as Solarwind’s
• Working Knowledge of wireless technology using Ruckus or equivalent service provider
• Proven track record identifying and championing appropriate new technologies; ability to quickly adapt changes
• A self-starter who can prioritize work in a fast-paced and dynamic tech environment.
• Must possess good analytical problem solving and troubleshooting skills.
• Strong written and verbal communication skills