Network Operations Specialist

1 week ago

Irving, Texas, United States Resource Informatics Group Full time
Job Title: Network Operations Specialist

Resource Informatics Group is seeking a highly skilled Network Operations Specialist to join our team. As a key member of our IT department, you will be responsible for ensuring the availability, performance, and operational integrity of our network operations domain.

Key Responsibilities:
  • Monitor and manage all voice and network infrastructure to ensure availability and performance metrics are met.
  • Manage 3rd party relationships relating to Network Operations to ensure service levels agreements are met.
  • Consult 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.
Requirements:
  • LAN/WAN ROUTING
  • Troubleshooting knowledge with Cisco & Client Aruba switches.
  • Enterprise Wireless with Aruba wireless networks.
  • Team player, detail-oriented, good communication skills.
Preferred Skills:
  • Data Network 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 24/7x365 basis to support the operation required.
Additional Responsibilities:
  • 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 Client's 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, Telecommunication Enterprise Center.
  • Manage the voice network through vendors and 3rd party relationships with multiple domestic and international carriers.
  • 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 Client Service Manager.
  • Escalation to 3rd and 4th level support, confirmation of resolution, and follow-up on incident documentation.
  • Ensure availability, performance and operational integrity of network operations using NNMI and Client 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.

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