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IT Operations Manager

Date:  Jan 27, 2021
Location: 

Columbia, MD, US

Requisition ID:  24731
About Avaya
Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.
Responsibilities

This is a on-site position just outside of Baltimore MD.  It will remain remote during COVID, but will be on-site without the option of working remotely when offices re-open.  Must have previously worked in an Operations Management role with Telecommunications.  Off hours availability is expected during emergencies or maintenance activities and experience in a Telecommunications environment is required.  Manage overall operations of an Enterprise Communications solution. Responsible for the effective and successful management of labor, productivity, and quality control. Direct customer facing role. Must be able to effectively communicate status updates during maintenance and outage periods. Maintain and improve operational processes and documentation. Direct team activities toward meeting and exceeding requirements for customer satisfaction and solution reliability. Address customer issues in an efficient manner and work to improve cross functional activities. Manage relationships with key operations vendors. Other responsibilities include interviewing, selection and hiring; training new and existing employees; planning, assigning and directing work; authoring and discussing with employee’s performance appraisals; addressing employee performance and corrective action plans; employee motivation, development, and rewards. Requires a bachelor's degree in area of specialty and combined 8-10 years of experience in operational leadership and telecommunications. Familiar with a variety of the field's concepts, practices and procedures. Rely on extensive experience and judgment to plan and accomplish goals. Perform a variety of tasks. Lead and direct the work of others. Requires excellent oral and written communication skills.

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Requirements

Required:

  • Operations Management experience in Telecommunications (phones) for a large networked solution
  • Understanding of telecommunications solutions, VoIP/SIP (voice calls over customer’s data network)
  • Basic understanding of data networking, desktop applications, phones, and contact center solutions
  • People Management experience
  • This is customer facing, so excellent written and oral communication skills are required
  • Have ability to obtain SSA public trust – entails financial and criminal background checks.
  • Preferred to have Operations Experience with Avaya Legacy systems (CS1000, Call Pilot, UCM, AACC – call center, IVR) but Operations Experience with other telecom solutions will be considered

Optional

  • Experience with government customers
  • Technical experience with communication solutions or IT infrastructure
Experience
5 - 8 Years of Experience
Education
Bachelor degree or equivalent experience
Preferred Certifications
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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: https://www.avaya.com/en/documents/gdpr-info-applicants.pdf


Nearest Major Market: Baltimore