Network Analyst III

• 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 Enter prize 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.

Required Skills :
Network Security,Cisco
Additional Skills : Security Analyst,Network Administrator