Operations Engineer

About Our Company

We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and River Source Insurance and Annuities.

Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

The Cisco Voice Operations Engineer will support the hardware/software/network technologies production environment by pro-actively monitoring and quickly responding to hardware/software/network incidents for one or more technologies within the technical area of expertise. Frequently collaborate with vendor/contractor partners to develop and implement detailed design, configuration and engineering strategies/solutions to resolve issues/incidents while remaining focused on security, up-time and performance. Provide troubleshooting and resolution to routine/semi-complex problems.

This role is responsible for implementing solutions for complex application problems, system administration issues, participate in the triage of issues through monitoring and escalations, resolving incidents, overall day to day maintenance and hygiene for the Cisco Voice / Unified Communication / Webex Calling solutions, contributing to problem and change management, fulfilling day-to-day ticketing requests, remote office small business networks, and helping improve global procedures for smooth operations.

• Perform moderately difficult and independent assignments in troubleshooting, problem diagnosis, problem resolution and ongoing production support for one or more technologies within the technical area of expertise.
• Responsible for documenting, implementing and deploying robust, stable and manageable solutions while minimizing hardware/software/network downtime.
• Responsible for participating in incidents, change, and problem management within the environment while ensuring that all processes are followed.

• Ensure the up time and response time SLAs/OLAs for services are met and or exceeded.
• Proactively monitor the stability and performance of various technologies within area of expertise and takes appropriate corrective action prior to an incident or problem occurring.
• Ensure patching and regular maintenance are performed as required.
• Actively collaborate with fellow members of the team and contractors/vendors on bridge calls to prevent or resolve incidents/problems in an expeditious manner.

• Deploy and document strategies and solutions for software/hardware/network engineering problems/incidents based upon comprehensive and thoughtful analysis of business goals, objectives, requirements and existing technologies.
• Independently identify key issues, patterns and deviations during the analysis.
• Recommend robust solutions utilizing pragmatic judgment, creativity, and in-depth technical knowledge and evaluation that comprehensively meet the needs of the business.

• Manage effective relationships and work in partnership with leadership, team members, vendors, and contractors to deliver robust technical solutions ensuring that service level commitments and project timelines are maintained.

• Participate and provide input in the continual refinement of processes, policies and best practices to ensure the highest possible performance and availability of technologies.

• Create, maintain and update documentation of diagrams, engineering specifications, build changes, models, troubleshooting and support guides, systems metrics and Standard Operating Procedures as required to ensure operational excellence.