Operations Planning and Engineering

• Design and recommend operating standards and criteria including service levels
• Design, recommend and implement network configuration and infrastructure that employs scalability, reliability, and resiliency; and ensure infrastructure document is up-to-date
• LAN/WAN Network facilities resource and capacity management (voice, data, servers, desktops, LAN)
• Capacity planning, make recommendations for purchase or upgrade of data networks; recommend purchases of additional/replacement PC and other hardware components, cabling components, and cabinets; monitoring of link utilization and performance and recommend upgrade or replacement
• Network device performance tuning and monitoring

• Propose and implement system enhancements that will improve performance and reliability of the system including updates and upgrades
• Prepare, review, and modify budget and costing for RFP responses and new equipment acquisition
• Perform periodic inventory and asset management
• Review and analysis of reports to track trends and identify potential problems
• Evaluate and deploy process improvements
• Researches and evaluates new technologies, services and concepts to determine if applicable in current operations
• Manages both capacity planning and change management strategies to support operational and business requirements 

Operations Management

• Ensures the continuous availability of LAN/WAN network, EPABX services, corporate servers, and voice loggers
• Addresses all troubleshooting issues and customer complaints on the network, both voice and data, including the applications used by each account
• Ensure that all network and system issues are accurately reported, monitored, and resolved immediately within the available resources and time
• Coordinates with telecommunications service providers and vendors for acquisition and timely delivery of needed equipment technical support
• Set up, recommend and/or implement policies and guidelines, responsibility, ethics and courtesy for the use of ICT resources
• Provides management and assistance in one or more of the following areas:

• Transmission equipment such as multiplexers and CSU/DSUs
• Cisco LAN switches, routers, firewall, and IDS
• LAN cabling and Hub equipment
• Servers (network, file, databases)
• PCs

• Help desk operations
• Facilities moves, adds, changes, and repair
• Traffic measurement and Analysis
• Service Restoration according to restoration plans
• Records management
• Report generation
• Data back-up management
• Troubleshooting and analysis of network related issues

• Constantly monitor systems for consistent  performance and integrity
• Secure and maintain the data center  room, its resources, files and programs
• Create documentation of network policies, schedules, logs, and guidelines
• Research and develop solutions for both external and internal security and remote access
• Develops and maintains the priorities of the various ongoing IT projects and work schedules

Project Management

• Able to have a clear understanding of the client's business requirements and identify the appropriate technology that should be used given these requirements
• Resolve any controllable technical issues that impact project objectives. If issues cannot be resolved at the project team level, together with the project manager, escalate to the project steering committee as appropriate
• Coordinates with SSD division and CTO for budgeting, costing, and implementation of IT&T requirements for potential clients and upcoming call center operations programs
• Coordinates with SSD GRM, Desktop administrator, and CTIO for the deployment and transfer of PCs and
• Installation, configuration, test and activation of new hardware and software systems
• UAT (Users? Acceptance Testing)

Security Management

• Implementation of voice and data systems security measures and policies
• Conducts regular audits to security equipment, logs, and procedures and implement improvements
• Make sure daily tasks are properly performed and documented, including: virus scans, backups, user maintenance; provide reports to center/corporate management related to downtime, timeliness and accuracy, etc.
• Develop and implement security plan to protect the network, the systems, and the data from unauthorized use or access
• Work closely with Firewall to manage IP blocks, port usage, and other firewall features, resolve Firewall issues, and protect the Company and Clients against unauthorized entry and attacks
• Monitoring of adherence to security policies and possible security breaches
• Data back-up, storage and recovery on site and off site.

People Management

• Staff administration and management
• Technical training management
• Performance monitoring and appraisal
• To direct and develop staff and monitor their progress
• Provides leadership and accountability for all IT personnel and their work
• Set future direction and plans
• Ensures current headcount meets requirements of clients, users and operations
• Delegating and following up on actions assigned to team members
• Oversee and provide direction to the Network/Telecom/Desktop associate
• Mobilize the team in the assigned tasks: create shared plans and empower others
• Identifies and plans for development needs of the NOC Department, ensuring that the knowledge and skill sets are kept current
• Nurtures a proactive approach and sense of urgency to produce a highly responsive team to meet the expectations of a high-energy and fast-paced environment.
• PLOC ? Planning, Leading, Organizing and Control

General  Management

• Maintain a high level of morale and productivity within the department
• Ensures that each associate is leading by example in step with the Company?s vision, mission, values, and competencies
• Provides direction, mentoring, coaching, and counseling to direct reports and the rest of the team as necessary
• Keep abreast of arising employee issues and coordinates this with the respective Support functions for immediate rectification/addressing (i.e. employee grievances, leave scheduling, annual performance pay-outs)
• Management reports
• Budget preparation and monitoring 

GENERAL SAFETY AND SECURITY RESPONSIBILITIES

Protects the organization?s assets thru upholding the principles of the Quality Information Security Management System (QISMS) .

Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions.

5 or more years experience in the field of Telecommunications in roles of increasing responsibility. Preference for individuals with 2 years supervisory role, and 3 years experience supporting an outsource contact center provider or telecommunication service provider or any other type of real-time, mission critical, 24x7 operations environment. Specific experience with some or all of the following technology sets in a 24x7 mission critical environment:

                · Cisco Router

                  Nexus Switches

                 · Catalyst Switches

                 · Cisco IPS

                 · ASA Firewall

                 · LAN / WAN environment

                 · VoIP Technology

                 · Routing Protocols (e.g. OSPF,

                   BGP)

                    Structured Cabling Systems

                      systems 

                     · Windows 2008,2012 servers

 At least  3 years  voice and  data systems administration  experience and with at least 2 years operations management   responsibilities.

Experience with fundamental networking concepts such as TCP/IP, WINS, ADS, NIS, configuration, DNS, subnets and/or routing

Experienced in network and and information technology hardware/ software resource management including utilization measurement and analysis.

Fundamental understanding of Microsoft Windows 2008/2012 and Windows Client based operating systems

Organization, process and project management skills.

Excellent written and oral English communications skills.

Must be Customer Service oriented.

 Must have excellent   interpersonal skills and can easily relate with people in various levels of the organization.

Excellent organizational and project management skills including ability to organize time and work on multiple tasks and follow through to completion of task or project

Ability to create and write clear, complete documentation of systems and procedures

Excellent analytical and problem-solving skills including high degree of attention to detail and accuracy

Self-motivated and able to work independently or with a team

People-oriented and high level of interpersonal skills

Strong analytical and reasoning abilities. Ability to think and plan strategically

Has high degree of flexibility, and is willing to cope with constant change

Education and/or Experience:

B.S. in Electronics and Communications Engineering, Electrical Engineering, Computer Science, Computer Engineering.

2. Willing to work on shift  work schedules and extended hours.

3.  Industry certification an advantage