Telephony and Network Manager at OUTsurance

Job Description
Responsibilities

As the Telephony and Network Manager, you will be responsible for not limited to below

• Leadership and development as well as the day-to-day operation of the Network and Telephony Team.
• Ensure ongoing stability and high availability of the core systems
• Responsible for all aspects of Network and Telephony for the organisation
• Work in conjunction with the Information Security function to ensure that effective security monitoring is in place for all elements of the network
• Design robust, highly available, high performance network infrastructure
• Maximise network performance by monitoring infrastructure; troubleshooting network interruption / loss of service events; scheduling upgrades; collaborating with third party support resources and fellow IT team on network optimisation.
• Lead network projects to support capacity growth, upgrades and new products/ features, and integration.
• Network tool selection and implementation
• Work with vendors and escalate accordingly to maintain network and telephony platforms and maintain services.
• Recommend and deploy changes via the change management process.
• Provide leadership to individuals and teams through coaching, feedback, development goals, and performance management.
• Operate the department on a day-to-day basis, to ensure effective and efficient execution of the strategies and ensure high quality outcomes.
• Develop strong working relationships with other departmental stakeholders
• Preparing budget; scheduling expenditures; analysing variances; initiating corrective actions.

Competencies

The successful individual would need to demonstrate the below listed competencies at an advanced level:

• 'Can do' attitude, comfortable dealing with ambiguity, resilient, strong team player, committed to continuous improvement
• Very strong interpersonal skills and the ability to build relationships
• Problem-solving with strong decision-making mind-set
• Takes initiative and works under own direction
• Engages professionally
• Adapts and responds positively to change
• The ability to multitask and handle stress to meet project deadlines
• Enthusiasm, energy, determination and a passion for improving client experience through digital platforms
• Works meticulously always demonstrating a very high level of attention to detail
• The ability to multitask and handle stress
• Strong problem solving skills and willingness to roll up one’s sleeves to get the job
• Excellent written and verbal communication skills
• Ability to communicate effectively with executive management

Qualifications
Qualifications and Experience

Essential

• Matric
• Relevant qualification 
• 10 years’ experience in a similar role
• 5years of leadership responsibilities within an IT Operations or Service Delivery department
• Extensive experience with Avaya Telephony stack(CM, AEP ,Breeze, CC Elite etc.)
• Extensive experience with Extreme Networking (LAN and WLAN)
• Good understanding of WAN  Connectivity
• Experience working VERINT recording stack
• Experience with working with Telstrat recording system
• Advanced understanding with detailed technical knowledge optimising and implementing enterprise infrastructure
• Strong vendor management and partner relation skills to identify and leverage resources internal and external to the enterprise to enhance capabilities that support business objectives

Advantageous

• CTI development and automation knowledge
• Cloud contact centre experience