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Telecom Operations Support/Analyst
| This is a 9 months contract opportunity at our customer site, a leading company in Austin, TX.
Job Description:
HP IT is undergoing an exciting transformation which includes refreshing IT technologies to a converged environment. The transformation requires a candidate that will be comfortable in a dynamic environment and can support change.
This position is in Global Telecom Operations of HPIT. The team is responsible for providing remote operational support of telephony-related technology for the contact center environments in the Americas. The Analyst will manage day-to-day delivery of services (PBX, ACD, CTI, CQM and Carrier Network) to ensure adherence to defined service levels. The Analyst will be involved in diagnosis and problem resolution related to supported services. In addition, participate in projects to improve our overall operating efficiencies.
Responsibilities include but are not limited to the following,
• Troubleshoot difficult or complex customer telephony problems using knowledge, tools and resources by coordinating vendors and appropriate IT resources in the problem resolution process. Problems may span across multiple sites and multiple technologies.
• Monitor and report metrics for effectiveness of support services to include, service availability, infrastructure capacity and service levels.
• Manage service interruptions/outages in a timely manner by working with IT resources, vendors and customers. Prepare and disseminate incident notifications during and final resolution to appropriate individuals.
• Manage service changes for the Contact Centers to include call flows, agents, reporting systems, etc. Follow the change management process when applicable.
• Participate in projects with customers and Engineers to implement and test disaster recovery plans to mitigate risk to business operations. Contact Center support and implementation experience highly preferred
• Ability to effectively present information and respond to questions from senior managers, end users, developers and vendors.
• Highly-motivated, innovative person with analytical, problem solving, organizational and interpersonal skills with the ability to adapt to changes and new technologies.
• Ability to work under minimal supervision and ability to understand and complete delegated tasks.
• Must have strong communication skills with the ability to communicate effectively and clearly, in writing and/or orally.
• Experience collaborating with others in management and support roles to deliver shared results. Ability to achieve results without necessarily having a reporting relationship.
Position Class:
Note: We have similar openings in all other US locations.
Please visit our site for other openings :- http://nwsi.ezrecruit.com/ezr/ezr_login/candlogon.asp?comp=nsi
http://nwsi.ezrecruit.com/ezr/inv.asp?msgid=nsi_15633_Texas - Please use this link to Apply.
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Send resume to nsijobs@nwsi.com |
Additional Information
Pay Rate: Location: TX-Austin Posting Date: 1/29/2010 Start Date: ASAP Job Type: Contract Job Duration: 9 Months Job Code: 23692 Contact Information
Contact: Human Resources Company: Northwest Software Inc. Email: nsijobs@nwsi.comPhone: 503-629-5947 Fax: Address: #1800, Nw, Suite: 150-B Beaverton, OR 97006 |
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