Network Analyst

Job Description:

Network Analyst Summary:

Signature Consultants is seeking a Network Analyst for an opportunity in the Chicago, IL area. The Network Analyst will be responsible for supporting all Voice & Network infrastructure. He or she will handle all incident, problem and change management of voice & network related issues, as well as maintain a 24x7 operation and ensures production availability of the Network & Voice infrastructure.

Responsibilities:

• Monitor and manage all voice and network infrastructure to ensure availability and performance metrics are met
• Manage 3rd party relationships relating to Network Operations (i.e. SITA, Verizon, AT&T, etc.) to ensure service levels agreements are met
• Consult with other technology teams to ensure operational success
• Ensure the availability, performance, and operational integrity of Network Operations domain
• Track and escalate open issues to ensure operational success
• Perform root cause analysis to quickly recover from any network service interruption, and to prevent recurring problems
• Coordinate activities with internal and external technology teams to support operational needs of the business
• Review all network related change management tickets to ensure their promotion into the production environment is operationally ready
• Encourage and enforce compliance to IT Service Management process and procedures pertaining to Network Operations
• Ownership of incident, problem and change management network-related issues
• Responsible for configuration and setup of CISCO Unified Communications manager equipment and CISCO Unity Voice mail
• Support all advanced intelligent call routing platforms such as Genesis and Cisco call manager as well as utilizing CTI technology to integrate voice and data information flows
• Provide 24/7 maintenance and support for the Enterprise and contact center voice and network
• Responsible for incident, change and problem management of non-contact center related voice platforms
• Ensure the availability, performance, and operational integrity of Enterprise Voice Operations domain
• Communicate the business impact and ensures the right resources are engaged within incident management to quickly resolve operational issues
• Ensure PCI compliance of production voice infrastructure
• Encourage and enforce compliance to IT Service Management process and procedures
• Ownership of incident, problem and change management enterprise voice-related issues
• Accountable for timely identification of voice services, problems and resolution of service incidents using AT&T Business Direct, Verizon Enterprise Center
• Manage the voice network through vendors and 3rd party relationships with multiple domestic and international carriers. (i.e.: SITA, AT&T, Verizon, BT, etc.)
• Monitor inbound (Domestic & international toll-free networks) terminating in multiple domestic and international contact centers. Cisco Cube Genesys-CCPulse, CME, & Avaya CMS
• Fast response to problem identification, notifying affected groups and timely problem resolution using, Prognosis, Empirix and HP Service Manager
• Escalation to 3rd and 4th level support, confirmation of resolution, and follow-up on incident documentation
• Ensure availability, performance and operational integrity of network operations using NNMI and HP Network Automation
• Coordinate, troubleshoot, track and escalate Voice and Network issues and activities with internal and external technology team to support operational needs of the business for voice and network

Qualifications:

• Technical Skills: General knowledge of LAN/WAN, routing, switching, load balancers, firewall required
• Customer Focus: Understands the expectations and requirements of both internal and external customers, acts as their advocate, and communicates transparently to build their trust and respect required
• Teamwork: Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer required
• Personal Accountability: Regularly demonstrates personal accountability for their decisions, their actions, and the actions of their team and domain; answers to customers or leadership when outcome does not meet expectation required
• Dedication: Involves demonstrating a desire to dedicate time and energy to accomplish goals, tasks, assignments, etc. Will do what it takes on a 24x7x365 basis to support the operation required

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the eighth consecutive year, Signature was voted as one of the “Best Staffing Firms to Work For” and is now the 15th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 26 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients’ technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com.