AVP Telephony Infra Ops Support

AVP –Telecom VCI (Team Lead)

MNC Bank KPO

Location-Hyderabad

Purpose of the Role:

- Provide Telephony infrastructure solutions that are efficient, effective, and accurate, resulting in increased customer satisfaction.

- Effective management of GR IT VCI-Telephony infrastructure support operations to ensure service availability 24*7*365.

- Responsible for problem management, capacity, availability, change and service level management of GR VCI services being supported.

- Guide team to process Telephony requests.

- Assist line manager in managing service support and delivery.

Service support and project management

- Provide telephony infrastructure solutions that offer efficient, effective, and accurate service, resulting in increased customer satisfaction.

- Should utilize experience and expertise around building globally efficient telephony solutions and also provide Level-3 and 4 supports on changes and troubleshooting incidents escalated by GR Service management center

- Ensure uninterrupted 24 hour telephony operations

- Make available efficient technology for monitoring telephony services based on Nortel and Cisco IP Telephony

- Point of contact for questions, problems, suggestions, and complaints about the problem management, availability, capacity of GR telephony infrastructure

- Recommend required adjustments for a system or service to ensure availability of required capacity and optimum performance

- Ensure team performs required documentation and undergoes sufficient training

- Direct staff to analyze incident, interpret problems and initiate measures for prompt rectification of affected services. Participate in crisis calls. Suggest work around solutions based on impact analysis

- Ensure diagnoses are done to identify root causes of incidents and permanent solutions are applied.

- Interact with vendors on interpreting service outage causes. Analyze impact and provide quick resolution and work around. Ensure vendors comply with their contracts with GR

- Develop service model dash boards and recommend improvement areas in problem management.

- Train team to use monitoring tools, optimize and automate tool functions

- Practice continuous Process Improvement.

- Suggest, define and design processes for daily IT development, maintenance, and operational activities and recommend solutions.

- Guide team to optimize availability of infrastructure, reduce incident frequency and downtimes

- Review project deadline, targets and work on areas to improvise

- Review capacity utilization charts and prepare capacity optimization plans

- Ensuring Knowledge procedures are available and maintained. Review and edit contents of know error database

- Interact with other service management disciplines

- Undertake interim and annual assessment interviews

- Ensure team follows standardized and systematic ways to process requests

- Responsible for overseeing changes within telephony environment.

- Involve in the change management processes of raising change orders, assessing impact, cost benefits, obtaining business justification and approvals

General Routine
- As a problem manager, ensure data related to incidents are properly recorded, inspected and maintained in a knowledge base. Ensure known errors are recorded in a suitable KEDB. Also perform trend analysis, target preventive measures and provide feedback to relevant support teams.

- As a project manager, be responsible for delivering telephony solutions within agreed time frames and allotted budgets.

- Availability manager role ensure the delivery of the IT services to users based on their requirements. This role ensures services are made available in a most cost effective and sustainable way.

- The capacity manager role ensures the services are delivered to users for optimal performance. Forecast and plan infrastructure needs for future expansions.

- Participate in performing impact assessments, perform problem diagnosis and analysis from incident records and other data sources available

- Participate in gap and/or root cause assessments against performance, compliance and maturity findings to identify improvement opportunities

- Focus on continuous process improvement strategy. Suggest processes for staff development, improve operational activities and recommend solutions.

- Coordinates with the business regularly to find out the recurring problems

- Ensures that the support tasks are handed over to DSS/NMC after a project attains completion.

- Timely addressing of all escalations in accordance with the agreed SLA targets

- Consistently produce progress report. Provides system procedures and documentations.

- Facilitates staff & team development.

- Maintain problem management policies, processes and procedures.

- Review daily reports on service availability and work on areas to improve them and bring down outages

- As a change manager, make certain standardized methods and procedures are used for efficient and prompt handling of all changes

Activity - % of time spent

Project management - 40%

Availability and capacity optimization - 20%

Problem management - 20%

Team management - 20%

KNOWLEDGE/ SKILLS TO UNDERTAKE THE ROLE AT A FULLY ACCEPTABLE LEVEL

- BS degree in Engineering, Computer Sciences, Electronics and Communications or equivalent

- Experience in a Technical support role with good networking knowledge for over 4 years

- Professional certifications in systems administrations in the MS Windows environment (e.g. MCSE, MCSA,CCNA etc.)

- Ability to speak and understand English fluently (verbal and written)

- Ability to learn quickly and transfer knowledge appropriately

- Ability to build rapport with and relate to a wide range of people

- Ability to multi-tasks and to maintain focus

- Flexibility to work on various shifts

- Flexibility to work on different sites

- Should be an ITIL certified professional

Please mark subject line as 'AVP –Telecom' and mail to arvind@leadsearch.biz

Please mention current CTC & notice period