Operations Engineer

Ameriprise Financial Services, LLC•Minneapolis, MN

About The Position

The Cisco Voice Operations Engineer will support the hardware/software/network technologies production environment by pro-actively monitoring and quickly responding to hardware/software/network incidents for one or more technologies within the technical area of expertise. This role involves frequent collaboration with vendor/contractor partners to develop and implement detailed design, configuration, and engineering strategies/solutions, focusing on security, up-time, and performance. The engineer will provide troubleshooting and resolution for routine to semi-complex problems within a diversified financial services leader with over $1.5 trillion in assets under management.

Requirements

Bachelor’s degree in Computer Science, Computer Information Systems, Engineering or related field; or equivalent work experience
5 - 7 years’ experience in IP Telephony supporting multiple product lines with a strong emphasis on level 3 support, configuration, troubleshooting, implementation, security
Experience with Cisco Call Manager’s distributed
Experience with Cisco Unity Connection
Experience with Cisco Emergency Responder
Experience with Analog Gateways
Experience with Webex Control Hub – Webex Cloud Calling
Experience with Cisco Softphone Solutions (Jabber & Webex)
Experience with Cisco Expressway
Experience with Co-located active – active environments
Demonstrates the ability to take on new roles and opportunities
Strong problem solving, communication, and analytical skills
Demonstrates strong customer service skills
Possesses the ability to work in a changing environment with a minimum of direct supervision
Strong communications skills both verbal and written

Nice To Haves

Cisco CCNA, CCNP or other technical training specific to Cisco
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
Experience with WAN / MPLS / SD‑WAN services
Experience with Carrier-grade network services
Experience with Fiber, broadband, and mobility services
Experience with Telecommunications network operations
Experience with Last‑mile and backbone connectivity
Highly innovative problem solver with strong analytical and customer service abilities
Ability to communicate and articulate technical information across various organizational levels
High reasoning aptitude and ability to quickly understand complex operating environment
Ability to work in and for a highly regulated organization, experience supporting a financial services company
Experience with Cisco network technologies (routers and switches)

Responsibilities

Implement solutions for complex application problems and system administration issues.
Participate in the triage of issues through monitoring and escalations.
Resolve incidents and perform overall day-to-day maintenance and hygiene for Cisco Voice / Unified Communication / Webex Calling solutions.
Contribute to problem and change management processes.
Fulfill day-to-day ticketing requests and support remote office small business networks.
Help improve global procedures for smooth operations.
Perform moderately difficult and independent assignments in troubleshooting, problem diagnosis, problem resolution, and ongoing production support for one or more technologies.
Document, implement, and deploy robust, stable, and manageable solutions while minimizing hardware/software/network downtime.
Participate in incidents, change, and problem management within the environment, ensuring all processes are followed.
Ensure the up time and response time SLAs/OLAs for services are met or exceeded.
Proactively monitor the stability and performance of various technologies and take appropriate corrective action prior to an incident or problem occurring.
Ensure patching and regular maintenance are performed as required.
Actively collaborate with team members and contractors/vendors on bridge calls to prevent or resolve incidents/problems expeditiously.
Deploy and document strategies and solutions for software/hardware/network engineering problems/incidents based upon comprehensive analysis of business goals, objectives, requirements, and existing technologies.
Independently identify key issues, patterns, and deviations during analysis.
Recommend robust solutions utilizing pragmatic judgment, creativity, and in-depth technical knowledge and evaluation.
Manage effective relationships and work in partnership with leadership, team members, vendors, and contractors to deliver robust technical solutions.
Participate and provide input in the continual refinement of processes, policies, and best practices.
Create, maintain, and update documentation of diagrams, engineering specifications, build changes, models, troubleshooting and support guides, systems metrics, and Standard Operating Procedures.
Continuously develop specialized knowledge and technical subject matter expertise by remaining apprised of Industry trends, emerging technologies, and their potential value to the business.