Senior Specialist Voice And Video Operations

The Senior Specialist Voice and Video Operations is responsible for ensuring Alcon s collaboration technologies in Video Conferencing (VC) and Internet Protocol Telephony (IPT) are managed and maintained as per organizational requirements. This will be achieved by acting as a key member in the Operations team and handling complex MACD (Move / Add / Change / Delete) processes. Working on joint and individual tasks, responsibilities include implementing and maintaining IPT systems, monitoring and troubleshooting of endpoints and keeping up with industry trends. The Senior Specialist UCC Support should be proficient with collaboration technology platforms such as Cisco WebEx, Cisco Unified Communication Manager (CUCM), Cisco Unity Connection and their cloud management portal WebEx Control Hub
Members of the Support team will ensure devices be placed into service to ensure alignment with existing processes and procedures. Using strong technical documentation writing and comprehension skills, the Senior Specialist UCC Support will confirm that processes fit the needs of the Alcon s Global IT policies and best practices; successfully support in-life services, along with disseminating training and tools.
While not essential, being knowledge of ITSM tools will be an advantage, although training will be provided.

Job Responsibility:

• Working internally with Alcon partners to fully understand Business Requirements
• Contribute to global, scalable process and procedures
• Develop, test and create certification plans for Alcon s IPT and VC collaboration tools
• Participate in User Acceptance Testing and Device MACD
• Work closely with Engineering Teams and 3rd Party Vendors such as Cisco TAC
• Setup new sites and endpoints
• ITSM/CMDB prior to certification (Service Now, Logic Monitor, Cisco Prime)
• Configuration and activation of devices and infrastructure as needed
• Decommission of retired sites and employee accounts
• Attend department meetings and trainings as needed
• Act as a mentor and escalation point for Resources
• Training activities as required
• All other related duties

Skills and Abilities:

The ideal candidates for this position will be able to think and work independently and meet necessary guidelines above. They will be able to effectively interact with employees, clients, and colleagues and demonstrate the ability to handle multiple tasks / projects. Other qualifications would include attention to detail, strong written and oral communication skills, excellent problem solving and troubleshooting skills. Good working knowledge of Video Teleconferencing systems required.

Experience in Meeting Production, Helpdesk Support and ServiceNow are advantages, however training will be provided where required.

• Cisco WebEx applications and hardware
• Cisco Endpoints and Infrastructure (IX, MX series, WebEx Room Kits, TMS, VCS, CUCM, etc.)
• Intermediate/Advanced level in Word, Excel and Visio

Education:

• B.S. or B.A. in Information Systems, Business Administration, or related discipline or equivalent enterprise experience
• 3-5 years of experience in the videoconferencing and/or audio-visual industries
• Intermediate/Advanced skills in Microsoft Office Suite
• 3-5 years of experience with ITSM platforms (e.g ServiceNow)
• Analytical approach to problem solving
• Project management and technical writing experience are a plus