Description:

• The Senior Collaboration and A/V Technology Owner ensures ongoing service operations delivery and support. The position will meet agreed upon customer requirements for Audio and Video conferencing, Audio Visual equipment, and Virtual Meetings. The Senior Collaboration and A/V Technology Owner will achieve exceptional operational outcomes through: managing and measuring vendor deliverables; acting as a point of customer and vendor escalation for Change, Problem, and Incident management activities; identifying opportunities for service improvements; assessing and onboarding new services or changes to existing services; integrating vendor and operational resources, and participating in customer service reviews. This role will work closely with other IS departments in achieving similar customer-focused goals.

• Technical escalation lead and delivery experience with Microsoft Teams and other collaboration tools (Jabber, Webex, Video, Audio).

• AV Hardware installation and support expertise especially with Microsoft Teams Rooms (windows and Android) and Cisco video endpoints.

• Ensure service levels are being met in accordance with service level agreements (SLA), operational level agreements (OLA), and key performance indicators (KPI)

• Coordinate collection of general performance data for use in trend analysis and capacity planning

• Maintain asset inventory (hardware & software) and account for associated licensing and support costs

• Coordinate large virtual events and conferencing

• Lead Incident, Request and Problem Management lifecycle activities

• Lead Change Management activities including release testing, documentation and communications

• Manage vendor and operational deliverables

• Primary point of contact for operational escalations

• Define, develop and sign-off on Standard Operating Procedures and Knowledge Articles

• Acting Liaison between Engineering and Operations for all project and task-related deliverables

• Work with Engineering & Architects to create and modify working documents such as Service Design Packages, design documents & diagrams, support requirements, and SOPs

• Manage technical support documentation (including knowledge management templates) to ensure it stays current for knowledge transfer and referral guides

• Implement the “hand off” of new services from Engineering to Operations prior to go-live, and establish effective operational “readiness”

• Knowledgeable with the Agile Process to track and capture resources and workload

• Project coordination for Video Conferencing installation at corporate as well remote locations

• End user support for Microsoft Teams, WebEx and other meeting platforms

• Evaluate and implement necessary monitoring and alerting within a specific service area.

• Work with ITSM to explore options for automated event management from various notifications and/or metrics

• Responsible for developing protocol for classifying and addressing priority 1 and major Incidents, as well as serve as the ‘Incident manager’ for each type of event within a given service area

• Responsible for authoring and/or auditing Problem records to ensure Problems are being created, addressed, and resourced adequately by vendor and identified IS teams

• Review Root Cause Analysis documentation and approve closure of problem records

• Oversee the day-to-day Operations for AV, Microsoft Teams End user experience, conferencing, Cisco Webex & other meeting support

• Assist with management of maintenance contracts including hardware and software coverage and renewals involving AV, Conferencing and Meetings

• B.S. in Computer Science, Information Systems, or related major or equivalent IS / business experience.

• Minimum of 5 – 8 years of experience delivering IT infrastructure services in identified service area

• Experience in leading a team to meet service and operational level agreements

• Strong interpersonal and consultative skills to effectively serve as an organizational advisor

• Excellent technical documentation experience specifically with writing and editing procedures, creating workflow diagrams and architectural drawings, all for the purpose of maintaining compliance and providing training

• Demonstrated ability to troubleshoot infrastructure related problems

• Distinguished customer service skills

• Demonstrated Incident, Problem, availability, and capacity management experience and process knowledge

• ITIL certifications strongly desired

• Agile Foundations certifications strongly desired

• Demonstrated technical expertise in the service area

• Ability to provide coaching and mentoring to junior team members in the areas of technical skills & competencies.

• Understanding of IS methodologies such as SDLC, ITIL, and Agile

• Demonstrated skill in the areas of critical thinking and problem solving

• Excellent verbal, written and interpersonal communication skills

• Building Relationships

•

Skills:

Microsoft Team, Teams Video, Team Voice, audiovisual, Support, Sharepoint

Top Skills Details:

Microsoft Team,Teams Video,Team Voice,audiovisual,Support

Additional Skills & Qualifications:

Develop People

• Lead Change

• Inspire Others

• Think Critically

• Communicate Clearly

• Create Accountability

Experience Level:

Intermediate Leve

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.