Manager of Network & Telephony Operations San Francisco
Manager of Network & Telephony Operations
reporting relationship:
Sr. Manager of Infrastructure Operations
RESPONSIBILITIES: Guided by department objectives and priorities, the position is responsible for the architecture, design, deployment and maintenance of standard network and telephony systems. The NTO Manager role is to coordinate strategies for defining, deploying, and maintaining the company’s internally and externally hosted network (WAN and LAN), telephony architecture and its associated network connections and component hardware. Responsible for the maintenance and up-keep of routers and phone systems, as well as the vendor management related to such systems. Responsible for operating system support including automating telephony tasks through scripting and programming language. Provide day-to-day operation and support for customer’s application security, backup, and storage. Ensures client service and satisfaction is attained in all areas of the position.
ESSENTIAL FUNCTIONS
Technical Responsibilities
Design and support global VoIP infrastructure and its associated software, including IP-PBXs, call management systems, voice mail, computer telephony integration, and interactive voice response.
Act as the senior problem solving support for all deployed telecommunications systems.
Maintain, troubleshoot, and repair legacy telephony equipment. Where necessary, plan for phasing out of legacy telecom systems and other switch-based technologies.
Manage all engineering projects for VoIP initiatives, planning technology roadmaps, configuring and optimizing all VoIP/IP-PBX telephone systems and services, both internally and those integrated with Internet-based services.
Maintain Service Level Agreements for all organizational IP telephony applications and provide escalation support legacy PBX solutions.
Compile cost and benefit information for proposed solutions highlighting return on investment.
Participate in design meetings and interact with client peers where necessary.
Collaborate with Network Operations to resolve trouble tickets and mitigate end-user issues with VoIP hardware and/or applications.
Perform telephony audits as necessary.
Collaborate with Network Engineering for upgrades to operating systems, hardware, etc.
Collaborate with Network Engineers to ensure VoIP traffic does not interfere or hinder network data traffic.
Conduct testing and development of disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
Remain current on new transport protocols, products, and standards in support of VoIP systems development and equipment procurement.
Overall responsibility to establish and enforce best practices in engineering for aspects such as change control, service call procedures and escalation and scheduled maintenance tasks.
Evaluate system architecture needs and make recommendations.
Identify and schedule maintenance tasks.
Perform analysis, diagnoses and resolution of complex system-related issues when escalated to management level.
Research and make recommendations related to new technology and hardware products to support the business goals and remain current on emerging technologies.
Training and Documentation
Collaborate with IT analysts in documenting departmental systems support processes and configurations.
Prepare and update technical documentation for area of responsibility, ensuring documentation is thorough, accurate, and timely.
Perform regular knowledge transfer and trainings with local office analysts and support center staff on key support issues that can be handled more efficiently by these resources.
Project Management
Serves as Project Lead or team member in evaluating, selecting, testing and implementing of new 3rd-party software applications
May manage department level, office and firm wide projects. May create and manage project schedules, track issues, and make decisions affecting the outcome of the project.
Develop documentation including appropriate policies & procedures for each assigned project.
Contributes to firmwide technology projects and takes ownership of assigned tasks. Addresses issues representing needs and concerns of all offices.
Manage the tasks of other project members to ensure schedule is maintained and a high quality result is achieved.
Team Management
Provide leadership, supervision, encourage professional development and mentoring to the Network and Telephony Operations staff.
Responsible for work flow; identify, assign and monitor projects.
Manage issues related to employee compensation time, maintain adequate levels of personnel for required department activities, handle corrective action as needed.
Monitor and refine performance goals.
Conduct skills analysis and identify team training needs.
QUALIFICATIONS
Education and Experience
1. College level coursework in Information Systems or equivalent.
2. Minimum four to seven years experience in the architecture, design, deployment and maintenance of network (WAN and LAN) and telephony systems.
3. Minimum three to five supervisory experience in a technical capacity.
4. Sr. level experience in supporting telecommunications systems.
5. Experience with VoIP infrastructure, including IP-PBXs, call management systems, voice mail, computer telephony integration and interactive voice response.
6. Knowledge of maintenance and up-keep of routers and phone systems.
7. Experience with automating telephone operations through scripting and programming language.
8. Experience with operation and support of application security, backup and storage of telephony operations.
Teamwork and Applied Skills
1. Strong project management skills and ability to coordinate multiple complex projects simultaneously.
2. Strong team management and leadership skills, and the ability to communicate effectively with all levels in an organization.
3. Vendor management and contract negotiation experience highly desirable.
4. Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues proactively.
5. Ability to perceive and analyze problems and to develop responsive solutions.
6. Talent for delivering client service through teamwork.
7. Initiative to ensure consistent quality and continuous improvement.
8. Strong organizational skills and the ability to create organizational solutions where a precedent may not exist.
9. Ability to deliver responsive client service within and across multiple teams.
