Job Directory Sr. VoIP Operations Engineer - RH

Sr. VoIP Operations Engineer - RH
Rosemont, IL

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About

Job Description

Position Summary:

The Senior VoIP Operations Engineer will work collaboratively across multiple IT functions, employees and vendors to ensure that IT operations for cloud and on premise global voice and video infrastructures are reliable and scalable. Planning and implementing programs to enable global voice and video infrastructures to operate effectively and scale reliably. Operational excellence and continuous improvement activities for Global VoIP Operations through IT Services Management process and procedures.

People or Process Management Responsibility: Focus on ITSM services delivery and vendor interaction and management to ensure global voice and video performance and reliability.

Position responsibilities may include, but not limited to:

* Monitor and provide operational support for Cisco Unified Communication systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications


* Provide operational support for Cisco Video Conferencing solutions and services integrated with Cisco Unified Communications environment


* Responsible for troubleshooting and processing operational tickets received from Tier 1 and Tier 2 support personnel as well as escalated incidents that are received from other outside sources


* Willingness to participate in the current and future ITSM processes including but not limited to incident, problem, and change control processes


* Willingness to participate in an on call rotation to provide operational support off hours and has required


* Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)


* Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact


* Categorize issues for escalation and assign to appropriate technical teams where required


* Act as escalation point for our managed service provider to review and resolve technical issues


* Provide technical leadership and maintain accountability till issues are resolved to the business satisfaction


* Enable and drive continuous improvement through the IT Service Center and Managed Service partners


* Collect and review performance reports from various systems to identify issues, trends or develop recommendations to improve operational performance


* Perform capacity planning through the ongoing monitoring, alerting, and reporting of resource utilization levels


* Develop and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages


* Work with internal and external technical and service teams to create and/or update knowledge base articles and runbooks to provide improved operational support


* Develop and oversee the adherence to maintenance and performance standards


* Excellent verbal and written communication skills


* Any other duties as assigned


* This position must pass a post-offer background and drug test



Required skills and experience:

* Cisco Certification - CCVP;


* Minimum of 5 years' experience providing operational support for Cisco Unified Communications platform, technologies and infrastructures;


* Minimum of 5 years' experience with Cisco Unified Communications and collaboration concepts, products, technologies as well as other industry voice standards and protocols;


* Demonstrated experience with LAN/WAN technologies and QOS design & implementation;


* Demonstrated experience with driving continuous operational process and service improvements.

Education Requirements:

BA or BS Degree or equivalent on-the-job IT technical experience

Preferred Skills and Experience:

* Cisco Certification such as CCNP or CCIE Voice


* Experience with Microsoft Skype for Business and Cisco IP telephony integration


* Experience designing and supporting global scale voice solutions


* Experience with backup systems and Disaster Recovery methods for both CUCM and Unity Connection Servers



Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance, and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation and gender identity, national origin, disability, or protected veteran status. We are a Drug-Free Free Workplace.

As an Equal Opportunity Employer, Reyes Holdings companies will recruit and select applicants for employment solely on the basis of their qualifications. Our Practices and Procedures, including those relating to wages, benefits, transfers, promotions, terminations and self-development opportunities, will be administered without regard to race, color, religion, sex, sexual orientation and gender identity, age, national origin, disability, or protected veteran status and all other classes protected by the Federal and State Government. Drug Free Employer.

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