Responsible for leading the support of HMSA's unified communications infrastructure. Responsibilities include, but are not limited to the following:
Ensures the reliability of HMSA's unified communications infrastructure, to include the planning and implementation of enhancements.
Implements, maintains and upgrades HMSA's unified communications infrastructure.
Updates configuration management tools. Documents procedures and configurations.
Administers the unified communications environment, to include the setup, deployment, and maintenance of component systems. Liaises with business units to develop and maintain an understanding of call center operations and requirements. Coordinates with business units to test and implement enhancements to unified communications components such as call center infrastructure.
Provides technical expertise across business functions, and understands the relationship between the business and the Information Systems Department. Explains infrastructure capabilities. Consults with other Information Systems Department teams regarding infrastructure requirements and provides recommendations for both the design and implementation of systems integration activities. Reviews and makes recommendations with respect to IT infrastructure that deviates from established architecture standards. Leads project planning and requirements gathering efforts. Recommends and creates action plans for systems development and / or integration. Identifies the need for major support contracts. Reviews vendor proposals. Prioritizes, plans and implements upgrades and ensure that change management procedures are implemented and followed. Prioritizes, plans and implements infrastructure repairs and installations. Coordinates and plans activities with vendors.
Ensures that asset and Oversees the conduct of disposal procedures are adhered to. Designs and implements infrastructure replacement plans. Maintains inventories as appropriate. Monitors Key Performance Indicators and maintains service levels to ensure that requirements are met or exceeded. Escalates problems as required. Informs management as appropriate.
Troubleshoots and diagnoses complex and escalated problems. Works with multiple vendors to coordinate the resolution of issues. Reviews logs and maintains Information Technology Service Management tools to document changes and identify recurring problems. Identifies the training needs of users. Shares knowledge with users and other Information Systems Department staff.
Updates users on the status of incidents and problems. Ensures that follow-up procedures are adhered to. Tracks customer satisfaction. Participates in long-term infrastructure strategy and planning. Participates in rotating on-call support schedules. Provides after-hours support to business operations, as needed. Supports remote locations across the Hawaiian Islands, to include overnight travel, as needed. Mentors and assists in the professional development of less experienced staff. Required to be on-call for critical incidents as they arise.
Employee must participate in continuing education and training as needed or assigned. This is to ensure an accurate and updated knowledge base.
Performs all other miscellaneous responsibilities and duties as assigned or directed.
#LI-Hybrid
Bachelors degree or technical institute degree / certificate or equivalent work experience.
Five years of relevant information technology work experience.
Substitutions such as a higher-level degree, specialized training or certification and less work experience will be considered.
Demonstrates a high level of expertise in multiple of the following technologies; Cisco telecommunications infrastructure, call center operations / reporting, scripting, and collaboration tools to include telephony, e-mail, chat, presence, conference room infrastructure, and collaborative meeting infrastructure.
Experience with Cloud based solutions for Telephony and Call Centers.
Experience supporting Communications solutions in AWS and/or Azure.
Strong written and verbal communication skills
Excellent interpersonal, problem-solving, and organizational skills
Strong planning, organization, and time management skills
Ability to solve practical problems and deal with a variety of unique situations where only limited standardization exists.
Basic knowledge of Microsoft Office applications. Including but not limited to Word, Excel, PowerPoint, and Outlook.
AWS Cloud experience including Amazon Lex, Chime, Lambda, and Connect is required.