Senior Technical Operations Analyst-Unified Communications

We are seeking a skilled and experienced MS Teams Engineer with telephony and audio/visual experience to join a dynamic team. The ideal candidate should be able to provide engineering services dedicated to a portfolio of Unified Communications based technical business applications and/or services, including operational maintenance, production support, front-line management of incidents, development support, and proactive/preventative analysis (to include solution ideation, recommendation, and implementation). Additionally, the candidate should serve as point-person and operational expert for issues, needs and projects regarding or related to area of responsibility.

Responsibilities 

1. Voice/ Unified Communications: Manage and maintain telephony systems, The Microsoft Teams and Zoom platforms, digital signage, and audio/visual equipment. 

2. Troubleshooting/Incident Management: Provide technical support for telephony systems and Microsoft Teams. This includes troubleshooting hardware and software issues, performing system upgrades, and coordinating with vendors for equipment repairs. Coordinate efforts to support and drive service restoration targets, provide end-to-end oversight of critical incidents, perform actions to resolve incidents, and provide On-Call support. 

3. Maintenance: Regularly inspect and perform preventative maintenance on telephony systems, Microsoft teams, audio visual conference room systems, and telephony equipment to ensure optimal performance. 

4. Change Management: Participate in change management process and approve technology and service changes. Ensure balance between business requests and potential impact/risk. 

5. Product Improvement: Assist in establishing technology/service goals and reporting needs, participate in transition of technology, and perform validations for conference room systems to confirm adequate performance metrics are met. 

6. Production Support: Coordinate with project teams and vendors to ensure AV and telephony needs are met for new construction and renovation projects. This includes developing project plans, managing budgets, and overseeing installation. 

7. Vendor Management: Manage relationships with vendors, service providers, and contractors. 

8. Operational Requirements: Be a technical leader for the Microsoft Teams and conference room technologies focusing heavily on the end user experience. Drive support, automation, enhancements, and maintenance for the Teams, Conference Room, and Zoom platforms. 

Required Qualifications

• Bachelor’s degree in computer science/IT, Unified Communications, MIS, or related. (Equivalent experience considered).
• 6+ years of relevant experience utilizing unified communications and telephony platforms such as Microsoft Teams, Zoom, Ribbon, Audio Codes, ETC. 
• 3-5+ years of experience in working directly with non-technical end users.
• 3+ years of experience and proven success identifying and implementing opportunities for 
• improvement to configurations, procedures, and process to enable greater availability, capability, and efficiency. 
• Bachelor's degree in computer science or information technology, Unified Communications, MIS, or related. (Equivalent experience considered). 
• Ability to support working outside of normal business hours to provide after hour or "On-Call" 
• support when necessary to solve high profile incidents/problems. 

.

Preferred Qualifications

• 4-7 years of experience and subject matter expertise in Teams, SBCs, Voice, Microsoft Teams Room (MTR).
• 3-5+ years of relevant experience with audio/visual equipment and video conferencing devices such as Microsoft Teams Rooms (MTR’s), Zoom Rooms, Poly or Cisco video conferencing codecs, etc. 
• 3+ years of experience and subject matter expertise in voice/telephony with SBC experience including Direct Routing, Calling Plans, and Operator Connect 
• MS Teams Dial Plans, Voice Routes, Call Queues and Auto Attendants, and E911 configuration. 
• 3+ years of experience and subject matter expertise in video conferencing, ‘produced events’ – (live cameras, music, slides, etc.), audio/video equipment integration and support. 
• Strong customer service orientation. 
• Highly innovative problem solver with strong analytical and customer service abilities required. 
• Ability to communicate and articulate technical information across various organizational levels. 
• High reasoning aptitude and ability to quickly understand complex operating environments. 
• Excellent problem detection and determination skills in multiple functional infrastructure/application areas. 
• Proven experience creating, championing, and maintaining processes, procedures, and policies. 
• Experience working in the financial services industry or other similar, highly regulated environment.

Product Improvement & Change Management

• Participate in change management process and approve technology and service changes.
• ensure balance between business requests and impact/risk.
• Assist in establishing technology/service goals and reporting needs.
• Participate in transition of technology and services into production support.
• Develop call scripts, monitoring procedures and break/fix documentation.
• Collaborate on platform and local room system health evaluations to address performance issues and establish action plans (internal and/or vendor).

Incident Management

• Provide end-to-end oversight of critical incidents.
• Coordinate efforts of support teams (internal and/or vendor) to drive service restoration targets.
• Liaise with technology teams to develop corrective action or workarounds to resolve incidents.
• Ensure action plans are in place to address recurring issues, including escalation and effective.
• hand-off to other technology teams as required.
• Ensure compliance with incident management processes and procedures.
• Provide On-Call support.

Operational Requirements

• Be a technical leader for the telephony, Microsoft Teams, and Zoom platforms focusing heavily on the end user experience. 
• Drive support, automation, enhancements, and maintenance for the telephony, Microsoft Teams, and Zoom platforms. 
• Participate in the budget and project planning process by providing accurate estimates of work, resources required, scope and cost as it relates to area of responsibility. 
• Review vendor/supplier invoices, as applicable, to ensure services provided/business activity translates accurately to spend. 
• Manage Audio/Visual room upgrades around the Teams video platform with external AV integrators and internal Business partners.

Production Support

• Monitor and perform routine performance/service-level audits to ensure optimal utilization.
• Collaborate with technical teams, business partners, and vendors to advocate for assigned.

services/technologies, ensuring stable operations/production environment.

• Develop and maintain a high-performing team through effective hiring, vendor partner.

management, coaching and performance management.

• Vendor & Service Level Management
• Work with vendors, technology, and the business to establish and review service level.

agreements/objectives (SLA).

• Maintain Skillset & Relationships
• Establish and maintain effective and productive working relationships with business partners,
• vendor partners and service providers, as well as other teams across.

About Our Company
Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So if you're talented, driven and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.

Full time

(2:00p-10:30p)

AWMPO AWMP&S President's Office

Technology