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End User Service Unified Communications Hygiene Lead – Vice President

Req #: 170119410
Location: Hyderabad, AP, IN
Job Category: Technology
Job Description:
The RTC Hygiene Operations lead: This role is responsible for managing the Unified Communications global voice access control, Software library Administration, Inventory control, EOS/EOL, self assessment reviews, User clean up, Audit RFIs.  This portfolio includes enterprise support of CISCO UC, voice gateways, CUBE, which provides Voice Services to the Corporate and Retail environment.
Key Responsibilities:
  • The role will support client facing unified communications with a focus on telephony real-time monitoring and automation.
  • This position will involve a detailed review of the Unified Communications global infrastructure, baseline current hygiene and recommend/execute tactical and strategic improvements collaborating with the Global Voice Operations and Engineering teams .
  • Need to collaborate with Voice Teams to build the strategy and practice for hygiene operations and lifecycle management across all Voice Services.
  • Must be able to accurately assess instrumentation requirements that fits within the existing JPMC voice management structure to ensure simplicity of use and efficiency of operation; driving the organization and support teams to achieve an updated and managed approach.
  • Must be capable of directly managing the firms Voice Hygiene strategy and continual service improvement program/vision.  
  • Need to have a deep understanding and proven experience within the following areas: Voice & Data Transport systems, Desktop and Server Operating System / Software deployment, ITIL Methodology, Performance Metrics & Reporting, Process Re-Engineering, Technical Problem Resolution, Business Applications Knowledge, Change Management, Corporate IT Audit Process, IT Risk Management, Asset/Inventory Management, Risk Assessment, Customer Service, Foundation Architecture Knowledge and Infrastructure Product Knowledge.     
  • Should be able to contribute to a solution as an operations manager, developer, architect, innovator and out-of-the-box thinker.   It will be particularly critical that the person understands how to design things to scale, given the firm wide portfolio of collaboration products in scope.   We are looking for a candidate who is well-rounded in their technology experience and is willing to take on new challenges, as our infrastructure may move in technical directions that we cannot foresee today.   The ability to work in a dynamic, global team oriented environment is key to this position. The ideal candidate will look at new technology as an opportunity and provide innovative solutions to unique challenges.
  • The candidate will be involved in service and business management activities related to Voice (RFI/RFP, service planning).
  • Degree in computer science Engineering and/ or technical training. Must have strong analytical skills.
  • Overall 10+ years of experience with at least 5+ years of Voice and Data Networking experience including strong understanding of VoIP products (i.e. various types of IP based voice products - Cisco CUCM, AVAYA Communications Manager 10.x and higher, as well as legacy voice PBX vendors/products.)
  • An understanding of Contact Centre, IVR and call handling products such as Genesys is a plus.
  • Ability to liaise with 3rd parties and provide representation on behalf of the bank, developing optimum solutions and ratifying designs.
  • A strong understanding of dial plan schemes, trunking, transmissions and reporting of trunking and capacity metrics are a must.  Ability to adapt various systems and customer environments to a converged technology (i.e. convert a legacy TDM site to an IPT site).
  • Extensive knowledge in VoIP transport such as, H.323, SIP, Inter Cluster Trunking, Call Admission and Control mechanisms, centralization of call processing and Trunking services and network policy enforcement (i.e. QoS).
  • Familiarity with next generation technologies such as Unified Communications, Session Boarder Controller (SBC), Session Management, IMS concepts etc. is a must.
  • Experience in configuring Cisco IOS based media gateway devices for ISDN PRI connections, as well as an understanding of advanced IP to IP gateway functionality.
  • Ability to rapidly build proof-of-concepts, provide demos to larger team and senior management
  • Ability to learn and adopt technologies quickly
  • Deep understanding of the network and voice stack required
  • Ability to manage several ongoing deliverables concurrently
  • Ability to work as an individual contributor or lead a team if required
  • Provide mentoring technical and professional mentoring to junior team members
  • Solid Communication Skills (Written/Verbal/Presentation). Solid team player
  • Flexibility in working hours as some migrations will require weekend and after hours’ work
  • Ability to grasp complex design concepts quickly and be able to provide the right solutions to the clients
  • Operational disciplines with regards to systems management, change management, etc.
  • Basic to intermediate knowledge on ITIL, DevOps and Site Reliability Engineering methods and/or hands on experience
  • Candidate must display knowledge in VoIP network sizing, EVPN networks and COS traffic classifications.
  • Bandwidth calculations, project descriptions, and ISDN PRI voice protocols are highly desirable skills.
  • Applications development experience in C# / Python / PowerShell preferable
  • Web applications development experience (Java, MVC, jQuery) preferable
  • Demonstrated experience with Infrastructure programming
  • Ability to evangelize SDLC tools and processes with the team (source control, code reviews, new platforms and dev tools)
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