Service Operations Owner - Unified Communications & Collaboration
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Job Summary:
The Service Operations Owner for Collaboration ensures ongoing service operations delivery and support. The SOO will meet agreed upon customer requirements for Audio and Video conferencing, Audio Visual equipment, and Meetings. The Service Operations Owner will achieve exceptional operational outcomes through: managing and measuring vendor deliverables; acting as a point of customer and vendor escalation for Change, Problem, and Incident management activities; identifying opportunities for service improvements; assessing and onboarding new services or changes to existing services; integrating vendor and operational resources, and participating in customer service reviews. This role will work closely with other IS departments in achieving similar customer-focused goals.
Essential Functions:
Technical expertise and delivery experience with Cisco Collaboration Tools (Jabber, Webex, Video, Audio), and MS Teams Collaboration Tools
Ensure service levels are being met in accordance to service level agreements (SLA), operational level agreements (OLA), and key performance indicators (KPI)
Coordinate collection of general performance data for use in trend analysis and capacity planning
Maintain asset inventory (hardware & software) and account for associated licensing and support costs
Lead Incident, Request and Problem Management lifecycle activities
Lead Change Management activities including release testing, documentation and communications
Manage vendor and operational deliverables
Primary point of contact for operational escalations
Define, develop and sign-off on Standard Operating Procedures
Acting Liaison between Engineering and Operations for all project and task-related deliverables
Work with Engineering & Architects to create and modify working documents such as Service Design Packages, design documents & diagrams, support requirements, and SOPs
Manage technical support documentation (including knowledge management templates) to ensure it stays current for knowledge transfer and referral guides
Implement the “hand off” of services from Engineering to Operations prior to go-live, and establish effective operational “readiness”
Knowledgeable with the Agile Process to track and capture resources and workload
Project coordination for Video Conferencing installation at corporate as well remote locations
End user support for the WebEx Meetings platforms, Bluejeans and MS Meeting platforms
End user support for video end point and Creston deceives etc.
Evaluate and implement necessary monitoring and alerting within a specific service area. Work with ITSM to explore options for automated event management from various notifications and/or metrics
Responsible for developing protocol for classifying and addressing priority 1 and major Incidents, as well as serve as the ‘Incident manager’ for each type of event within a given service area
Responsible for authoring and/or auditing Problem records to ensure Problems are being created, addressed, and resourced adequately by vendor and identified IS teams
Review Root Cause Analysis documentation and approve closure of problem records
Supervisory or Management Responcibility:
Oversee the day to day Operations for AV, conferencing, Cisco Webex & MS meetings support
Budget Responsibility:
Assist with management of maintenance contracts including hardware and software coverage and renewals involving AV, Conferencing and Meetings
Minimum Education and/or Experience:
B.S. in Computer Science, Information Systems, or related major or equivalent IS / business experience.
Minimum of 3 – 5 years of experience delivering IT infrastructure services in identified service area
Experience in leading a team to meet service and operational level agreements
Strong interpersonal and consultative skills to effectively serve as an organizational advisor
Excellent technical documentation experience specifically with writing and editing procedures, creating workflow diagrams and architectural drawings, all for the purpose of maintaining compliance and providing training
Demonstrated ability to troubleshoot infrastructure related problems
Distinguished customer service skills
Demonstrated Incident, Problem, availability, and capacity management experience and process knowledge
ITIL certifications strongly desired
Agile Foundations certifications strongly desired
Skills/ Abilities:
Demonstrated technical expertise in the service area
Ability to provide coaching and mentoring to junior team members in the areas of technical skills & competencies.
Understanding of IS methodologies such as SDLC, ITIL, and Agile
Demonstrated skill in the areas of critical thinking and problem solving
Excellent verbal, written and interpersonal communication skills
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