IT Operations Manager at Avaya in Columbia, MD

Responsibilities

This is a on-site position just outside of Baltimore MD. It will remain remote during COVID, but will be on-site without the option of working remotely when offices re-open. Must have previously worked in an Operations Management role with Telecommunications. Off hours availability is expected during emergencies or maintenance activities and experience in a Telecommunications environment is required. Manage overall operations of an Enterprise Communications solution. Responsible for the effective and successful management of labor, productivity, and quality control. Direct customer facing role. Must be able to effectively communicate status updates during maintenance and outage periods. Maintain and improve operational processes and documentation. Direct team activities toward meeting and exceeding requirements for customer satisfaction and solution reliability. Address customer issues in an efficient manner and work to improve cross functional activities. Manage relationships with key operations vendors. Other responsibilities include interviewing, selection and hiring; training new and existing employees; planning, assigning and directing work; authoring and discussing with employee’s performance appraisals; addressing employee performance and corrective action plans; employee motivation, development, and rewards. Requires a bachelor's degree in area of specialty and combined 8-10 years of experience in operational leadership and telecommunications. Familiar with a variety of the field's concepts, practices and procedures. Rely on extensive experience and judgment to plan and accomplish goals. Perform a variety of tasks. Lead and direct the work of others. Requires excellent oral and written communication skills.

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Requirements

Required:

• Operations Management experience in Telecommunications (phones) for a large networked solution
• Understanding of telecommunications solutions, VoIP/SIP (voice calls over customer’s data network)
• Basic understanding of data networking, desktop applications, phones, and contact center solutions
• People Management experience
• This is customer facing, so excellent written and oral communication skills are required
• Have ability to obtain SSA public trust – entails financial and criminal background checks.
• Preferred to have Operations Experience with Avaya Legacy systems (CS1000, Call Pilot, UCM, AACC – call center, IVR) but Operations Experience with other telecom solutions will be considered

Optional

• Experience with government customers
• Technical experience with communication solutions or IT infrastructure

Experience

5 - 8 Years of Experience

Education

Bachelor degree or equivalent experience