Unified Communications Network Operations Manager

Job Description

Responsibilities:

In the role of the UC Network Operations Manager, you will:

• Service oriented mindset, strong organizational capabilities for running multiple highly technical projects and support activities across a large and complex environment
• Process creation experience aligning workflow with a support focus to improve the network experience for ABM team members
• Documentation creation experience – businesses cases, network diagrams, persuasive and technical documentation
• Develop and implement a strategic roadmap for wireless network growth and enhancement, ensuring alignment with business objectives.
• Ensure the stable operation of the corporate enterprise network including planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware & software
• Supervise day-to-day operations of their team making sure everyone is contributing appropriately, distributing the workload evenly while ensuring motivation and performance levels are maintained
• Lead by setting a good example (role model) - behavior consistent with words. Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
• Collaborate with IT and other departments to integrate unified communication tools with existing systems and applications.
• Encourage creativity, responsible risk-taking, & constant improvement amongst the team. Recognize & celebrate team & team member accomplishments & exceptional performance. Intervene when necessary to aid the group in resolving issues
• Strong Client Service focus, ability to communicate with both a technical and non-technical audience
• Develop and enforce network policies, standards, and procedures.
• Communicate clear instructions to team members & hold them accountable to goals & objectives
• Provide regular status reports on tasks accomplished, current issues and progress toward goals. 
• Communicate to business clients, technical teams and management in a consistent manner making complex technical issues and solutions clear, simple and understandable
• Leads a team that provides level 3 support for client issues that cannot be resolved by other support tiers
• Manage vendor relationships and escalate issues when appropriate
• Provide capacity, performance, uptime and security reporting as requested. Implement industry best practices in terms of availability planning, security, scalability, and change management
• Ensure team member growth by actively communicating career progression and training plans as well as monthly status meetings with each team member

Technical Qualifications:

• Bachelor’s degree in computer science, Computer Engineering or related technical discipline and/or related field experience
• 5+ Years of experience as a leader in Information Technology 
• 7+ Years of experience in Network Engineering
• Experience with ServiceNow or another industry standard ticketing and change control system
• Metrics focus when it comes to improving customer service and providing insight into performance metrics
• Experience troubleshooting Network & Infrastructure issues
• History of Excellent Client Service Skills (communications & relationship management)
• Experience running multiple large technical projects simultaneously
• Communicates well both verbally and non-verbally
• Strong problem-solving and decision-making skills
• Ability to work effectively and with minimal direct supervision
• Ability to translate business requirements to technical deliverables

Preferred Qualifications:

• Experience administering monitoring solutions such as SolarWinds Orion
• Experience in the implementation & support of Cisco Networking Technologies, specifically:
• Cisco Data Center (Nexus, Routing, WAN, SD-WAN)
• Cisco Campus Technologies
• Cisco / Fortinet Wireless
• Cisco Professional level certification (CCNP, CCDP, CWNA, CWNP, CCIE) or equivalent experience
• Project Management, PMP and/or ITIL experience
• Enterprise Network Monitoring software experience (SolarWinds Orion)
• 2+ years of experience with Cisco Identity Service Engine (ISE) or another 3rd party Network Access Control (NAC) product 
• 3+ years of experience with Cisco Unified Call Manager (CUCM) 
• 2+ years of experience with Cloud computing (Azure, AWS, or GCP
• Strong knowledge of VoIP technologies, video conferencing systems, and collaboration tools (e.g., Cisco, Microsoft Teams, Zoom).
• Strong knowledge of wireless technologies, standards (e.g., IEEE 802.11), and protocols.
• UCaas & CCaaS Cloud based services
• Proficiency in Cisco UC technologies including CUCM, Unity Connection, and UCCX.
• ITIL Foundation certification desired
• BS or BA degree in networking, telecommunications or information systems or equivalent experience
• Must have the ability to provide documentation verifying legal work status
• Ability to read and speak the English language proficiently to communicate with others, understand and interpret safety instructions, and to respond to inquiries
• Ability to understand and comply with ABM guidelines and expectations, to include Code of Conduct and Conflict of Interest guidelines
• Excellent verbal and written communication skills required
• Ability to communicate program standards and requirements
• Excellent analytical and quantitative skills and experience