- Oversee daily operations. Ensure that incidents and problems are resolved in a timely and effective manner, and reduced by analyzing root causes, minimizing disruption to business operations and adhering to SLAs on availability and resolution response times.
- Track and communicate operational metrics (including trending over time) and identify process and service improvement opportunities.
- Provide design/engineering/project leadership on new/upgraded collaboration projects.
- Participate in global projects as the SME.
- Align with global counterparts in order to achieve standardized operations.
-
MINIMUM EDUCATION/EXPERIENCE REQUIREMENTS
- Bachelor degree in IT or similar discipline
- 10 years’ experience in IT environment
- 7 or more years of experience designing, building, and/or maintaining communications systems with minimum of three (3) years of experience with CISCO Unified Communications Manager (CUCM) (Version 11.5 or newer preferred)
- Experience with Cisco Unity, Cisco Presences, Cisco Emergency Responder
- Knowledge of Cisco UCCX
- Prior experience with integrating with an external SIP provider
- Experience with CUCM, Microsoft Lync/Skype