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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.
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
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
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
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