Core Responsibilities:1. Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
2. Manages the planning and implementation of enterprise-wide platform projects, including schedule, resources and communication of project status. Anticipates current and future needs of the organization and makes recommendations regarding project scope, schedule and budget. Manages the resolution of the most complex availability and incident management issues elevated from staff and clients.
3. Manages technical support staff who implement, monitor, troubleshoot, and install platforms across all systems, ensuring defined business service levels are met. Plans, develops, and executes short and long range goals and strategies to meet department, divisional, and corporate objectives.
4. Evaluates alternatives for modifications to systems and implements solutions that meet long-term business objectives and current organizational requirements. Establishes, communicates and drives continuous improvement of key performance, quality and client satisfaction metrics.
5. Plans and implements new technologies and major releases for the most critical enterprise-wide IT platform projects. Leads teams that troubleshoot, configure, and tune systems.
6. Provides thought leadership and develops technical standards to serve Vanguard technical needs. Manages the evaluation, selection and ongoing performance of IT vendor products and services.
7. Learns and understands client area business functions and requirements. Determines the appropriate technical tool to address the client's business needs.
8. Maintains expertise and awareness of industry trends and technologies; making timely adjustments to strategies as appropriate.
9. Participates in special projects and performs other duties as assigned.
Qualifications:- Enterprise Voice
- Carrier strategy
- Teams telephony
- Unified communications
- Call recording
- Voice security & fraud prevention
- Communications resiliency
- SBC/platform engineering
- Communications automation
- Emergency communications
- Enterprise communications architecture
- Voice & Communications Reliability Engineering
Special FactorsSponsorshipVanguard is not offering visa sponsorship for this position.
