Lan & Telephony Operations Team Leader

hace 7 meses

San José, Costa Rica Emerson A tiempo completo

This Team Leader of LAN & Telephony Operations will manage teams located in-region and by exception, other World Area(s) during Vision 2020 onboarding.

Emerson IT Services span a variety of businesses, sites, and user base count, going from small sales offices to large manufacturing and engineering facilities, serving 60,000+ users on a 24/6 basis.

**In this Role, Your Responsibilities Will Be**:
General:

- The LAN & Telephony Operations Team Leader will assume technical responsibility for the operational support of all LAN & Telephony services within their region.
- Supervise and coordinate direct reports in region including performance management and operational activity.
- Help the business optimize the infrastructure, by using standards, agreements, and technologies whenever possible.
- Lead, motivate and mentor the teams; set and review objectives; coordinate regular performance and improvement meetings with the LAN & Telephony Manager, service owner, and other parties.
- Ensure accurate routing of LAN & Telephony Services related IT Service Desk tickets.
- Participate or lead formal Service Review initiatives in cooperation with Service Owner, Design Team, Transition Team, Provisioning Team, Service Delivery Team, and others, following-up on resulting Action Plans.
- Follow and carry out Emerson policies and rules regarding relevant IT management, security, standards, and procedures, liaise with other teams when required.
- Duties are performed under mínimal direction for working hours and partially staffed team initially, requiring good priority management and ability to work under stress.
- Lead the recruitment process of new team members in region.
- Lead or contribute to the salary review process for the team in concerned region(s) Participate to annual org review for the LAN & Telephony Operations team.Operations
- Manage LAN & Telephony related events, incidents, requests, changes, and problems in an appropriate and effective manner.
- Follow Major Incidents / Disaster Recovery procedures when required interacting with Emerson Operations Center
- Creation and implementation of improvement plans when an SLA breach occurs.
- Ensure the environment is supervised appropriately; support a “follow the sun” methodology by frequent meetings with counterparts, sometimes requiring out of hours meetings.
- Operate secure and dependable LAN & Telephony Services (including the interaction with WAN, Wireless, LAN access control, Engineering LANs, Customer call center software, others)
- Work with Emerson’s security teams on relevant IT security aspects, including antivirus, data protection, access permissions, and any future requirement.
- Work with the IT Asset Management team to ensure a legitimate software environment on switches, Telephony gateways and central environments, including but not limiting to appropriately licensed & supported IOS versions.
- Produce and maintain up-to-date LAN & Telephony operating procedures and documentation.
- Using set of existing or future tools, provide required reports related to LAN & Telephony Services, Software, Security, and others to IT Community (IT Asset Management, Service Delivery, Group Information Security Officer, others as the need arises).

Planning and Administration:

- Contribute to the annual IT budget preparation by identifying and proposing training, travel, and other budget-impacting needs
- Participate to costing model definition, assist management of related hardware and software lifecycle and contracts in liaison with IT Asset Management team.

**Who You Are**:
You establish and maintain effective customer relationships. You provide timely and helpful information to individuals across the organization. You establish common objectives and a shared mindset

**For This Role, You Will Need**:

- Minimum 6 years’ experience in IT with significant experience leading an operations team.
- ITIL or equivalent awareness or certification
- Language knowledge: fluent in business English
- Process improvement skills
- Deep technical awareness or expertise of LAN & IP Telephony services. Previous large scale operational experience in such environments is considered a must.
- Willing to travel occasionally.
- Knowledge of current trends in the specific field
- Flexible approach towards working hours.
- Strong analytical capabilities, “big picture” approach and good problem-solving skills
- Ability to navigate the ambiguity inherent to a large-scale IT organization, including handling overlaps and possible conflicts.
- The incumbent should have good change motivation skills and be able to defuse tense situations with mínimal direction

**Preferred Qualifications that Set You Apart**:

- Education to degree level or equivalent, but experience may be considered in lieu of formal education.
- Cisco CCNA or equivalent networking certification is preferred.
- Any other languages are considered an advantage.

**Our Offer To You**:
We offer a competiti

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