Senior Operations Manager
Location: Salt Lake City Utah
Description: inContact is in need of Senior Operations Manager right now, this occupation will be placed in Utah. More complete informations about this occupation opportunity please give attention to these descriptions. The Sr. Operations Center Manager is responsible for providing leadership and operational management for the network operations center (NOC), including network monitoring and network cha! nge management. This position serves as the leader for the corporate monitoring and service disruption resolution strategy.
The Sr. Operations Center Manager is familiar with a variety of voice, VoIP, data, and contact center applications, concepts, practices and procedures. Relies on extensive experience and judgment to plan and accomplish team objectives.
This Is What You'll Be Doing:
Maintain communication with functional managers and executive management to ensure issues are resolved;
Manage vendors;
Provide direction, leadership and management of NOC personnel;
Develop, mentor and train staff; seek to improve processes and procedures with the goal of improving service to agency customers;
Ensure continual process improvement of the NOC to include: automation of NOC activities, reporting, implementation of monitoring activities and administration;
Provide support to technical staff, vendors! , and end users; identify, research and resolve technical issu! es; track and monitor problems and escalations to ensure timely resolutions; monitor response times and efficiencies and resolve complex problems;
Escalate issues to outside vendors and clients;
Develop, document, implement and maintain processes and procedures for the day-to-day operations and the integration of new services;
Monitor the status of alerts, tickets and processes to ensure tasks are being completed timely;
Communicate policy and procedural changes;
Make recommendations for changes and improvements and communicate to senior management;
Develop and maintain process and procedural report generation;
Generate reports for management in regards to service availability, uptime, and adherence to Standard Operating Procedures and SLAs etc. ;
Maintain up-to-date knowledge of telecommunications, information systems, and network management concepts and technology;
Conceptualize and work with! other organizations to automate tasks improving efficiency and accuracy
Manage special technology projects as needed.
Maintain detailed statistics on the performance of the team and provide solutions to better their performance to the executive staff
Due to environment being a 24/7 operation, candidate may be required to be on call and/or work various shifts such as weekends and/or nights/evenings.
Successful Candidates Will Have The Following Education, Experience & Skills:
Bachelor’s Degree in Computer Science, Networking or equivalent work experience required.
Must have 10+ yrs of experience with providing enterprise customer managed network and securityservices (managed IP, router, firewall, etc)
5+ years managing a Network Operations Center
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP).
TCP/IP networking knowledge and VoIP technology expo! sure, including SIP, H323 and softphone knowledge
Comprehensiv! e knowledge of TCP/IP, BGP, OSPF, telecom circuits from DS-0 through OC-28
Demonstrated technical problem solving proficiency
Understanding of basic scripting fundamentals
Solid understanding of TCP/IP and internet fundamentals
Excellent analytical and advanced troubleshooting skills with end-users/customers
Excellent customer service and communication skills, both verbal and written
Ability to multitask and work well in a fast-paced environment
Proficient in Microsoft Office applications
Ability to work with little supervision and complete projects
Management experience in customer implementation, network operations, IP operations, IP engineering, and IP architecture fields.
Must be intimately familiar with network and security devices
Experience in working with regional and global telecom companies to deliver data networks
International experience
Strong ex! perience in process and process development including the development and measurement of KPIs
Bonus Experience:
- Extensive software, telecommunications and IP Telephony Experience using SIP signaling
- Competent in database and SQL concepts and scripting
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If you were eligible to this occupation, please email us your resume, with salary requirements and a resume to inContact.
If you interested on this occupation just click on the Apply button, you will be redirected to the official website
This occupation starts available on: Sat, 11 May 2013 02:45:41 GMT