Network Analyst III

Network Operations ManagerResponsible for supporting all Voice & Network infrastructure. Individual will handle all incident, problem and change management of voice & network related issues. Maintains 24x7 operation and ensures production availability of the Network & Voice infrastructure.Responsibilities:Monitors and manages all voice and network infrastructure to ensure availability and performance metrics are metManages 3rd party relationships relating to Network Operations (i.e. SITA, Lumen, AT&T, etc.) to ensure service levels agreements are metConsults with other technology teams to ensure operational successDelivery/Support - Ensure the availability, performance, and operational integrity of Network Operations domainTracks and escalates open issues to ensure operational successPerforms root cause analysis to quickly recover from any network service interruption, and to prevent recurring problemsCoordinates activities with internal and external technology teams to support operational needs of the businessReviews all network related change management tickets to ensure their promotion into the production environment is operationally readyIT Process Management and AdministrativeEncourages and enforces compliance to IT Service Management process and procedures pertaining to Network OperationsOwnership of incident, problem and change management network-related issuesSkillset/Knowledge:Data Network Skills –Technical Skills: General knowledge of LAN/WAN, routing, switching, load balancers, firewall requiredCustomer Focus: Understands the expectations and requirements of both internal and external customers, acts as their advocate, and communicates transparently to build their trust and respect requiredTeamwork: Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer requiredPersonal Accountability: Regularly demonstrates personal accountability for their decisions, their actions, and the actions of their team and domain; answers to customers or leadership when outcome does not meet expectation requiredDedication: Involves demonstrating a desire to dedicate time and energy to accomplish goals, tasks, assignments, etc. Will do what it takes on a 24x7x365 basis to support the operation requiredVoice Skills – (Voice Experience not required)Responsible for configuration and setup of CISCO Unified Communications manager equipment and CISCO Unity Voice mailSupport all advanced intelligent call routing platforms such as Genesis and Cisco call manager as well as utilizing CTI technology to integrate voice and data information flowsProvide 24/7 maintenance and support for the United Airlines Enterprise and contact center voice and networkResponsible for incident, change and problem management of non-contact center related voice platformsEnsure the availability, performance, and operational integrity of Enterprise Voice Operations domainCommunicates the business impact and ensures the right resources are engaged within incident management to quickly resolve operational issuesEnsures PCI compliance of production voice infrastructureEncourage and enforce compliance to IT Service Management process and proceduresOwnership of incident, problem and change management enterprise voice-related issuesAccountable for timely identification of voice services, problems and resolution of service incidents using AT&T Business Direct, Verizon Enterprize CenterManage the voice network through vendors and 3rd party relationships with multiple domestic and international carriers. (i.e.: SITA, AT&T, Verizon, BT, etc.)Monitor inbound (Domestic & international toll-free networks) terminating in multiple domestic and international contact centers. Cisco Cube Genesys-CCPulse, CME, & Avaya CMSFast response to problem identification, notifying affected groups and timely problem resolution using, Prognosis, Empirix and HP Service ManagerEscalation to 3rd and 4th level support, confirmation of resolution, and followup on incident documentationEnsure availability, performance and operational integrity of network operations using NNMI and HP Network AutomationCoordinate, troubleshoot, track and escalate Voice and Network issues and activities with internal and external technology team to support operational needs of the business for voice and network