Operations lead for large enterprise (3,000 ) Tier III voice and video services working in tandem with Network Engineering and Help Desk/ Network Operations teams to maintain and resolve all service issues. Tracks and monitors the Unified Collaboration environment of phones and video teleconference end-point devices for performance of the system and provides proactive resolution to problem or outages Provides troubleshooting procedures and documentation of major system events impacting services.... more details
The mission of the Jacobs Lone Wolf Team is to support, operate, and maintain the Distributed Continuity Integrated Network - Top Secret Enterprise Services (DCIN-TS ES). The DCIN-TS ES is a DoD provided, TS/SCI, integrated voice, video, and data, global communications network that facilitates collaboration among senior leaders and key staff.
Candidates are expected to have a strong work ethic and possess the ability to work as a critical member of a team in pursuit of mission objectives and in support of our customers. We value candidates who are detail-oriented while also being able to think and react quickly to emerging and unique problem sets. To be successful in this role, you'll be able to rapidly adapt and learn how to operate the front and back end of new products and processes.
Responsibilities:
Operations lead for large enterprise (3,000 ) Tier III voice and video services working in tandem with Network Engineering and Help Desk/Network Operations teams to maintain and resolve all service issues.
Tracks and monitors the Unified Collaboration environment of phones and video teleconference end-point devices for performance of the system and provides proactive resolution to problem or outages
Provides troubleshooting procedures and documentation of major system events impacting services. Contributes significantly in the development, review and presentation of best practices and support services to maintain system services
Plans and manages all Voice and Video system patch, upgrades or service updates impacting ongoing operations. Provides timely response to all system vulnerability updates with clear implementation plans and schedules.
Maintains daily system status reporting and ticket resolution of high visibility issues.
Advanced knowledge of VMWare and Cisco Unified Computing System integration
Works with network engineers to troubleshoot complex issues involving VoIP, VoIP interfacing applications and other converged technologies
Maintains and administers systems including but not limited to Cisco CUCM, Unity Connection, Jabber, CIPC, et.al.
divergent #dvscyber #lonewolf
Must have active Top Secret clearance with SCI or the ability to acquire Top Secret/SCI
10 years of directly related experience
Must have CURRENT DoD 8570 IAT Level II Certification (any higher version also acceptable)
Must have current CCNA certification
Must possess telecommunications technical experience installing, administering and upgrading Cisco Unified Communications Manager (CallManager, IM & Presence services), Cisco Telepresence, Cisco Prime Collaboration, Cisco Unity Connection (Jabber), and Unified Contact Center Express. Experience upgrading Cisco Unified Communications Manager to current release 12.5 is preferred.
The ideal candidate will have 8 years' experience implementing, troubleshooting, and documenting converged networks that leverage Cisco UC capabilities to interconnect Cisco, Tandberg and Polycom endpoints, gateways, and teleconference bridge products.
Demonstrated experience troubleshooting voice and video problems in an enterprise or service provider environment under short time constraints involving complex networks spanning multiple firewalls and different geographic locations.
The successful candidate will be responsible for providing and managing Tier III level resolution and customer support to all VoIP and DVTC issues across the enterprise. The candidate will also be responsible to provide outage documentation utilizing customer provided
Incident Tracking software (Remedy upgrading to ServiceNow). Tools utilized will include CUCM, Cisco Unity, Tandberg Management Suite (TMS), and other tools as necessary.
Ability to fully configure and maintain IOS environment for maintaining voice gateways
Ability to independently deploy/maintain server based dial plans, router based dial plans, and the deployment and the management of the following Cisco Servers (VM and traditional platform): -Unified Communications Manager, Unified Contact Center Express, Unity Connection, and Unified Presence
Ability to troubleshoot common VoIP issues to include identifying and correcting issues with endpoints, trunks, dial plans, and profiles.
Understanding of the Tandberg Management System
Understanding of license requirements to maintain devices and servers (VoIP and DVTC)
Proficient with execution and limits of managing conferences through the MCU/MCS
Ability to troubleshoot common VTC issues to include the identification of failed endpoints, bandwidth saturation, or mis-configured conferences.
Demonstrated ability to convey system networking over diverse topologies and environments to understand the limitations and advantages of different network/system architectures.
Proven hands-on technical experience conducting troubleshooting to solve installation and break/fix issues associated with Voice and/or Video over IP products and integrating these components within heterogeneous network environments and multiple voice gateways.
Leads UC team for all ticket resolution for voice and video end-users, coordinating with Cisco TAC and Business Support groups, tracking and escalating trouble tickets, and interfacing with customers at all levels.
Must have experience configuring Cisco routers to act as VoIP gateways and demonstrate a strong understanding of Cisco IOS 12.x/15.x command syntax, troubleshooting end-to-end performance issues associated with voice and video conferences involving IP and ISDN networks.
Must have experience reviewing Ethernet packet captures (e.g. tcp dump, Ethereal, Wireshark), studying network traffic flows and reading interface statistics to identify network connectivity and performance problems affecting Voice and Video over IP communications.
Demonstrated experience with:
SIP and H.323
Unified Messaging system (voicemail and email integration)
Audio conference bridge systems and gateways
Voice circuits such as SIP trunks, PRI's, ISDN BRI's, etc.
Crypto technology for voice systems
Education: Bachelor's (Preferred)
Experience: Network engineering: 5 years (Preferred)
Experience with managing a UC environment for a large enterprise
Experience with the Defense Red Switch Network (DRSN)
Familiarity with DoD/IC voice/video technologies #Apr24HJ #May2024HJ
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. 20362-WTC (TR-WTC) .. Warrenton, 20186-7628
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