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IT Services Voice & Data Manager Job Description

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Job Summary

To Manage the Voice and Data infrastructure team and ensure delivery of agreed service levels from both internal and external 3rd party suppliers. To manage capacity utilisation by monitoring current usage and forecasting future demand and then bringing new capacity into service in a timely and cost effective manner. In conjunction with the IT Service Continuity Manager develop, maintain and periodically test service continuity plans for all network infrastructure.

Main responsibilities-IT Services Voice & Data Manager Job Description

Knowledge, Skills and Abilities-IT Services Voice & Data Manager Job Description

IT Services Voice & Data Manager Job Description

Management of a team of Network Operations specialists, overseeing their work and ensuring delivery against their responsibilities and projects.

 

Develop the skill and capabilities of the staff within the team

 

Consistent and effective performance management of staff including setting clear, specific and measurable objectives that are reviewed at least every three months.

 

Objectives set for staff should clearly align with the overall company objectives.

 

Provide an effective development framework for staff.

 

Ensure all staff members have a training plan and actively encourage the uptake of training agreed within the training plan.

 

Process and Practices

Using the team, ensure that robust documentation and procedures are put into place which meet the business expectations.

 

 

Acceptable working practices are clearly defined and effectively implemented so that all relevant personnel (both in the team and the business) are fully aware of policies and procedures regarding working practices

 

 

Network infrastructure is proactively managed so wherever possible problems are trapped before they occur and mitigating actions are taken to prevent them occurring

 

Networks are fit for purpose and capable of providing the agreed level of service so that networks deliver the performance that matches SLAs for services

 

Activities and changes relating to all voice and data network operations are managed and coordinated ensuring the continuity and integrity of service is not compromised in any way

 

The voice and data network is fully compliant with all required security standards (e.g. PCI Compliance) so that any relevant audit can be successfully conducted

 

Service reliability and resiliency is built into all network designs ensuring that where commercially viable, all network services have to appropriate level of resilience in the event of a failure, and that any resilience is tested on a regular basis ensuring that plans remain accurate and current.

 

Maintaining Availability of Infrastructure

Manage changes to the availability policies and processes ensuring they are properly approved and communicated

 

Manage the creation of availability and recovery design criteria to be applied to new or enhanced infrastructure design

 

 

Essential

 

Proven working knowledge and experience and background of networking technologies and architectures

 

Proven working knowledge and experience of voice and data network management

 

Proven working experience with expert level knowledge of Availability, Capacity and IT Service Continuity Management 'best practices' including ITIL standards

 

Proven significant experience of working in a similar role within a global organisation

 

Proven in-depth experience of working with performance and capacity monitoring and planning tools/methods

 

Proven experience in team management including setting and management of staff objectives

 

Proven In-depth experience of third party supplier management within a multi-vendor, multi data-centre IT environment, and an on-shore / off-shore support model.

 

Proven working experience of influencing decisions within both IT and Business areas including Third Party suppliers

 

Desirable

 

Experience of managing recovery from a disaster

 

ITIL V3 qualification(s)

 

Flexible working required to cover out of hours outages Incidents and problems (Planned or otherwise)

 

Availability to be on-call when necessary Occasional overseas travel may be required

 

 

 

Ensure the levels of IT availability and resilience required are cost justified so that the business case for implementing network resilience/availability is tangible

 

Define the availability targets required for the IT infrastructure and its components that underpin new or enhanced IT Services as the basis for an SLA agreement

 

Provide a range of IT availability reporting to ensure that availability, reliability, maintainability and serviceability are measured and monitored

 

Availability targets are established for all voice, data and associated infrastructure, ensuring that these targets are agreed with the business and that these targets meet or exceed requirements enabling the business to make Business continuity plans with confidence

 

Managing Capacity Utilisation 

Ensure that appropriate levels of monitoring of resources and network performance are set and that the information recorded is kept up-to-date and used to support Capacity Management activities.

 

Manage production of capacity plans in line with the organisation's business planning cycle;

 

Oversee the production of management reports which include current usage of resources, trends and forecasts to enable senior management to understand existing and projected capacity

 

Manage the sizing of proposed new infrastructure to determine the resources required

 

Manage the assessment of new hardware and software products for use by capacity management that might improve the efficiency and effectiveness of the process to ensure that THE COMPANY are keeping pace with current and emerging technologies that meet strategic objectives

 

Manage performance testing of new systems with regard to capacity management, as appropriate to ensure that new systems are implemented with sufficient capacity

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Maintain knowledge of future demand for IT Services and predict the effects of demand on performance service levels and resultant capacity requirements so that appropriate budgeting can be performed for provision of future capacity

 

Manage tuning of networks and make recommendations to IT senior management on the design and use of infrastructure to help ensure optimum use of all resources

 

Managing Network Service Continuity 

In conjunction with the THE COMPANY IT Service Continuity Manager, manage the implementation of effective Service Continuity Plans for both Networks and Voice Systems and Third Party Hosted Infrastructure.

 

Ensure Service Continuity Plans are testing in accordance with agreed THE COMPANY test schedules and results are documented and reported to THE COMPANY It Management

 

Manage Service Improvements

Manage continuous service improvements covering Networks and Voice Systems and Third Party Hosted Infrastructure

 

Manage continuous service improvement plans with 3rd party suppliers to ensure THE COMPANY’s infrastructure is current and supportable

 

Review and recommend new technologies to enhance THE COMPANY’s infrastructure and/or reduce costs

 

Review use of 3rd party suppliers and ensure THE COMPANY get best “value for money” service that meets the business requirements

 

General

Participate in the Change Advisory Board to review the impact of proposed business and infrastructure changes on the capacity, availability and service continuity plans

 

Review product and service selection to ensure best “value for money” on procurement of both equipment and services

 

Preparation of budgets and financial reporting as required and present to IT Operations Managers for inclusion within the overall IT Services budget. Ensure all costing and expenditure are tracked and monitored during the financial year.

 

Provide accurate and timely reporting, documentation and dashboard updates to IT senior management and the business

 

Provide input to Management Dashboard in a timely manner