Manager, Voice Operations University Of California
Los Angeles, CA

Job Description

Requisition Number: 30720 Job Title: COMPUTING RESOURCE MANAGER II Working Title: Manager, Voice Operations Salary: $6,959 - $13,766 monthly Job Type: Career Department Name: 3200-COMMUNICATIONS TECHNOLOGY SERVICES Department Website URL: www.it.ucla.edu Job Summary Statement: As a member of the Network and Communications Services team, the Manager, Voice Operations is responsible the administration and maintenance of the campus voice network infrastructure and managing a team of technical professionals in the delivery of voice operations services and projects associated with voice technologies. General responsibilities include management of planning, coordination and ongoing operational support for voice systems across the campus enterprise; manages relations with vendors, regulatory bodies, departments and IT Services units to ensure highly available, reliable voice services based upon defined service level agreements; ensures effective response to issues related to voice service delivery including problem identification, resolution, communications and root-cause analysis; defines, documents and continuously improves team processes and procedures. The Manager ensures that projects are effectively delivered on time and within budget; manages the hiring, performance management and professional development of staff; ensures effective operational coverage through effective resource scheduling; manages team budget and annual financial processes. The Manager is also responsible for conducting research into emerging technologies that improve services while managing costs; conducts proof of concept and oversees vendor evaluations and requests for proposals related to voice technologies. Ensures the delivery of 24/7/365 on call support related to voice services; schedules coverage among team members on a rotational basis. Percentage of Time: 100 Shift Start: 8:00 am Shift End: 5:00 pm Qualifications for Position

16 Records Qualifications Required/Preferred

Five or more years of experience managing voice or network operations for a large enterprise organization including management of technical staff, recruitment, hiring, performance management and professional development

Required

Ability to effectively manage projects of large scope and complexity; ability to develop formal project plans and associated budget and resource plans for projects.

Required

Experience in the operation and maintenance of Cisco Unified Communications Manager, Cisco Webex, AVST and SL-100.

Required

Advanced knowledge of voice related applications and technologies including SONET, PRI, RTP and SIP.

Required

Demonstrated experience in designing, planning and implementing network architectures, including capacity planning and technical troubleshooting.

Required

Deep knowledge of standard industry best practices, principals and regulations; ability to integrate industry standard practices and principals into design and configuration of systems/networks.

Required

Ability to adhere to standard Service Management processes (Incident, Event, Problem, Change, Service Request) while managing day to day IT service operations meeting established service level agreements (SLAs).

Required

Understanding of IP routing/switching technologies and protocols including TCP/IP, OSPF, BGP, SNMP, QoS, IPsec, GRE, DNS and their best-practices, fault-tolerant use at enterprise scale.

Required

Ability to identify, design, implement and maintain effective policies, procedures, tools, techniques and plans relating to voice service level management activities.

Required

Demonstrated experience managing fiscal matters including budget development, forecasting and variance analysis.

Required

Ability to develop and maintain effective professional relationships with internal colleagues and business partners.

Required

Experience with conducting research into emerging technologies and applying research to business.

Required

Possess the verbal and written communication skills to work effectively with technical and non-technical personnel at various levels in the organization; ability to use standard English grammar and punctuation.

Required

Bachelor's degree in Information Systems, Engineering, Computer Science (or similar) OR an equivalent combination of relevant professional experience and education.

Required

Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP).

Preferred

Knowledge and ability to identify opportunities for automation; programming/scripting and associated technologies that enable automation.

Preferred Additional Posting Information Bargaining Unit: 99-Policy Covered Application Deadline: 08-11-2019 External Posting Date: Quicklink To Posting: hr.mycareer.ucla.edu/applicants/Central?quickFind=76778 Special Instructions: NOTE: This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have these two files ready to upload when applying. Contact information: Number of Positions: Special Employment Designations/ Requirements Per UC Policy Conflict of Interest: N/A Critical: Continued employment contingent upon completion of satisfactory background investigation. Driving Record: N/A E-Verify Check:

Certain positions funded by federal contracts/subcontracts requires UCLA to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.

More Information This position does not require E-Verify check. CANRA:

Is this position designated as a mandatory reporter under CANRA? No Other Special Employment Requirements: Position is subject to performance standards and other requirements of the University wide Police Policies and Administrative Procedures.

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