Network Analyst III

Network Operations Manager

Responsible 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 met
• Manages 3rd party relationships relating to Network Operations (i.e. SITA, Lumen, AT&T, etc.) to ensure service levels agreements are met
• Consults with other technology teams to ensure operational success
• Delivery/Support - Ensure the availability, performance, and operational integrity of Network Operations domain
• Tracks and escalates open issues to ensure operational success
• Performs root cause analysis to quickly recover from any network service interruption, and to prevent recurring problems
• Coordinates activities with internal and external technology teams to support operational needs of the business
• Reviews all network related change management tickets to ensure their promotion into the production environment is operationally ready
• IT Process Management and Administrative
• Encourages and enforces compliance to IT Service Management process and procedures pertaining to Network Operations
• Ownership of incident, problem and change management network-related issues

Skillset/Knowledge:

Data Network Skills –

• Technical Skills: General knowledge of LAN/WAN, routing, switching, load balancers, firewall required
• Customer 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 required
• Teamwork: 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 required
• Personal 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 required
• Dedication: 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 required

Voice Skills – (Voice Experience not required)

• Responsible for configuration and setup of CISCO Unified Communications manager equipment and CISCO Unity Voice mail
• Support 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 flows
• Provide 24/7 maintenance and support for the United Airlines Enterprise and contact center voice and network
• Responsible for incident, change and problem management of non-contact center related voice platforms
• Ensure the availability, performance, and operational integrity of Enterprise Voice Operations domain
• Communicates the business impact and ensures the right resources are engaged within incident management to quickly resolve operational issues
• Ensures PCI compliance of production voice infrastructure
• Encourage and enforce compliance to IT Service Management process and procedures
• Ownership of incident, problem and change management enterprise voice-related issues
• Accountable for timely identification of voice services, problems and resolution of service incidents using AT&T Business Direct, Verizon Enterprize Center
• Manage 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 CMS
• Fast response to problem identification, notifying affected groups and timely problem resolution using, Prognosis, Empirix and HP Service Manager
• Escalation to 3rd and 4th level support, confirmation of resolution, and followup on incident documentation
• Ensure availability, performance and operational integrity of network operations using NNMI and HP Network Automation
• Coordinate, 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