09 Nov
Service Operations Owner - Unified Communications & Collaboration
Vacancy expired!
- Technical expertise and delivery experience with Cisco Collaboration Tools (Jabber, Webex, Video, Audio), and MS Teams Collaboration Tools
- Ensure service levels are being met in accordance to service level agreements (SLA), operational level agreements (OLA), and key performance indicators (KPI)
- Coordinate collection of general performance data for use in trend analysis and capacity planning
- Maintain asset inventory (hardware & software) and account for associated licensing and support costs
- Lead Incident, Request and Problem Management lifecycle activities
- Lead Change Management activities including release testing, documentation and communications
- Manage vendor and operational deliverables
- Primary point of contact for operational escalations
- Define, develop and sign-off on Standard Operating Procedures
- Acting Liaison between Engineering and Operations for all project and task-related deliverables
- Work with Engineering & Architects to create and modify working documents such as Service Design Packages, design documents & diagrams, support requirements, and SOPs
- Manage technical support documentation (including knowledge management templates) to ensure it stays current for knowledge transfer and referral guides
- Implement the “hand off” of services from Engineering to Operations prior to go-live, and establish effective operational “readiness”
- Knowledgeable with the Agile Process to track and capture resources and workload
- Project coordination for Video Conferencing installation at corporate as well remote locations
- End user support for the WebEx Meetings platforms, Bluejeans and MS Meeting platforms
- End user support for video end point and Creston deceives etc.
- Evaluate and implement necessary monitoring and alerting within a specific service area. Work with ITSM to explore options for automated event management from various notifications and/or metrics
- Responsible for developing protocol for classifying and addressing priority 1 and major Incidents, as well as serve as the ‘Incident manager’ for each type of event within a given service area
- Responsible for authoring and/or auditing Problem records to ensure Problems are being created, addressed, and resourced adequately by vendor and identified IS teams
- Review Root Cause Analysis documentation and approve closure of problem recordsSupervisory or Management Responcibility:
- Oversee the day to day Operations for AV, conferencing, Cisco Webex & MS meetings supportBudget Responsibility:
- Assist with management of maintenance contracts including hardware and software coverage and renewals involving AV, Conferencing and Meetings
- B.S. in Computer Science, Information Systems, or related major or equivalent IS / business experience.
- Minimum of 3 – 5 years of experience delivering IT infrastructure services in identified service area
- Experience in leading a team to meet service and operational level agreements
- Strong interpersonal and consultative skills to effectively serve as an organizational advisor
- Excellent technical documentation experience specifically with writing and editing procedures, creating workflow diagrams and architectural drawings, all for the purpose of maintaining compliance and providing training
- Demonstrated ability to troubleshoot infrastructure related problems
- Distinguished customer service skills
- Demonstrated Incident, Problem, availability, and capacity management experience and process knowledge
- ITIL certifications strongly desired
- Agile Foundations certifications strongly desiredSkills/ Abilities:
- Demonstrated technical expertise in the service area
- Ability to provide coaching and mentoring to junior team members in the areas of technical skills & competencies.
- Understanding of IS methodologies such as SDLC, ITIL, and Agile
- Demonstrated skill in the areas of critical thinking and problem solving
- Excellent verbal, written and interpersonal communication skillsCore Competencies:
- Customer Service
- Building Relationships
- Business Knowledge / Organizational Acumen
- Self-Motivation/Self Starter
- Leading Self and Others
Vacancy expired!