Unified Communications Engineer

Clifford Chance London Limited
London (East)
13 Nov 2017
16 Nov 2017
Contract Type
Full Time

Unified Communications Lead Engineer

Job Purpose Summary

Reporting to the Unified Communications Services Manager, the Unified Communication Services Lead Engineer is primarily responsible for the day-to-day support defined sub-set of existing Infrastructure Services and Applications used within Clifford Chance, globally.

Based in London, this role is responsible for leading expert hands-on reactive support & proactive management of the sub-set of applications, within agreed parameters.

Key Responsibilities:

Working with the Unified Communications Services Manager, IT Infrastructure and internal/external teams/suppliers, to maintain the overall service quality.

Work in a proactive manner with a focus on the service led approach.

Ensure issues are reacted to promptly and accurately.

Ensure that centre of excellence for the service is maintained.

In the event of major application service failures or degradation, theUnified Communication Services Lead Engineer will be responsible for providing support expertise to the relevant internal IT resolving teams and providing updates as required to the IT Client Services, Incident management and keep line management abreast of issues.

Participating in project activities as directed by the Unified Communications Services Manager. Unified Communication Services Lead Engineer will be responsible for assisting in delivering work packages agreed with Project Manager and fulfilling assigned roles.

Providing expert support advice and guidance to the off-shore team in order to constantly raise their service and support capabilities.

Provide the application support knowledge to other teams to allow them to quickly resolve incidents that are known to occur.

Ensuring the quality of all production changes brought into the operating environment along with deep analysis of operational acceptance with a service view and highlight issues to the Unified Communications Services Manager.

Liaise with all elements of 3rd line service component and application support.

Interact with Vendors as required on behalf of CC for support or project matters.

On-call and weekend work as agreed with Unified Communications Manager

Responsible for identifying and tracking opportunities to reduce the Firm's overall carbon footprint within the Unified Communication Services arena.

Skills & Experience

You will have excellent organisational, communication, documentation and administration skills with a good eye for detail.

You will have experience of successfully resolving complex problems and have been involved in providing 3rd/4th level IPT/Microsoft systems in collaboration with respective vendors.

You will have experience of successfully delivering project work packages and fulfilling roles with technical responsibility in collaboration with respective teams & vendors.

Will need to demonstrate end to end problem management and resolution.

You will have strong experience of Cisco Networking and Voice systems with Cisco CCNP and ideally CCVP qualified/qualifying or Microsoft Collaboration Infrastructure with MCSE/MCTS and ideally working for MCMP. Understanding of ITIL, MOF and PRINCE2 methodologies and qualification an advantage. In addition, Wintel server and storage experience both physical and virtual.

You will have experience of providing support services in a pressurised environment and have delivered project work packages, ideally within Professional Services or an organisation of 5,000-10,000 clients. Evidence of vendor and client OLA/SLA relationship management will need to be demonstrated.

Technical Skills

Required Skills:

  • Cisco Unified Communication Manager, Cisco Unified Communication Manager Express,
  • Cisco Expressway,
  • Cisco Unity Connection,
  • Cisco Unified Contact Centre Express,
  • Cisco UCS severs (ESXi),
  • ARC Console Enterprise,
  • Cisco QoS,

Desirable skills:

  • iTiger billing platform,
  • Polycom and Cisco videoconferencing,
  • ServiceNow,
  • MS Skype for Business,
  • MS Office 365,
  • Cisco Jabber,
  • Mediasite,

This job was originally posted as www.cwjobs.co.uk/job/77393846