senior unified Communications and collaboration manager - quezon cityUnitedHealth Group

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
As a Senior Unified Communications and Collaboration Manager for our Unified Communications Operations Engineering team, you will be responsible for providing support and maintenance for a variety of UnitedHealth Group Enterprise infrastructure platforms. You will contribute to ongoing incident and problem management including on-call responsibilities as well as a tier 3 escalation point.
This position will work closely with teammates/counterparts in the Philippines, India, and the U.S. You will also collaborate with and provide assistance to peer teams including project management, technical deployment, and design engineering teams regarding the design, deployment, and troubleshooting of voice services platforms for existing and new sites.
A successful candidate should be experienced with trend analysis and possess the skills to identify negative trends and provide thoughtful recommendations to mitigate them.
Primary Responsibilities:
Responsibilities will include troubleshooting and resolution of complex incidents across multiple platforms including the following:
Instant Messaging (MS Teams)
Microsoft Teams Room System
Microsoft Stream
Direct Routing to connect to customer's PBX/PSTN
Manage meeting policies, configurations, and conference bridges
Manage voice, including calling policies and phone number inventory and assignment
Manage all org-wide settings, including federation, teams upgrade, and teams client settings
Monitor and troubleshoot tenant's call quality and reliability
Define call quality KPI, develop custom dashboards, Create call quality reports
Telepresence
Kaltura/ECDS
Evaluation of emerging analytics tools and products related to troubleshooting complex issues, the ability to identify and resolve efficiency and process gaps as well as recommend design improvements and gaps where necessary
Reviews the work of others
Develops innovative approaches
Sought out as expert
Serves as a leader/mentor
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
On Call duties will be a requirement of this position however that will be primarily 6:00 a.m. to 6:00 p.m. (local) 7 days per week on a rotation basis within the team.
Required Qualifications:
Experience with network carriers, knowledge of WANs, LANs, PSTN capacity, Codecs, MGCP, SIP protocols, and MS Teams skills. Advanced level knowledge of MS Unified communicaton Paltforms components. A solid working knowledge of SIP fundamentals and troubleshooting along with recent experience with UCS Call Managers
Technical Skills:
Experience of leading PLMs in the above mentioned technologies and also provide L3 technical assistance for the same
Sound knowledge of Cisco Unified Communications (Call Manager, Unity, UCCX, CER), Global voice protocols (SIP, H.323, MGCP), Oracle SBCs and Microsoft Teams
Exposure to Video Collaboration vendors (such as Polycom) and their product line
Functional Skills:
Strong data analysis and analytical skills to identify gaps in technology and process. Further, identify scope of improvement (Shift-Left, Automation)
Ability to effectively and efficiently own the responsibility for managing L3 Operations for UC Platform
Ability to keep a track of MBOs assigned to the team and ensure the targets are achieved
Ability to identify team roles and skill sets required to quickly create a highly functioning team
Ability to direct the team and resolve conflicts: Direct team to complete PLMs on time, within budgetary guidelines. Escalate issues appropriately
Ability to assesses progress and reports status to functional leaders. Highlight areas of concern or needed assistance
Ability to track progress of each team member and communicate appropriate feedback timely during 1:1 discussions
Other duties as assigned by management
Tenacity, professionalism, self-motivation and drive are key success factors for this position. Strategic thinking, sound, logical, and methodical approaches to problem analysis are critical for this position. Must work well under pressure and participate in war rooms and show clear leadership skills related to the management and facilitation of high priority, high visibility, and highly complex issues
Highly motivated
Self-driven to advance skill sets and learn advanced, emerging technologies
Strong work ethic with excellent time management skills with minimal direct supervision
Preferred Qualifications:
Experience with reporting and troubleshooting tools such Palladium, RTMT, and Cisco Prime with demonstrated skills related to the collection and analysis of log files, error messages, signaling and logic flows. This position requires you to work directly with Microsoft and be able to drive issues to timely resolution
Scripting knowledge in PowerShell to automate tasks in MS Teams (O365 environment)
A Fortune 5 company, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.
Through our family of businesses and a lot of inspired individuals, we're building a high performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant and built for speed.
Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Optum is a drug-free workplace. © 2022 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: Senior Network and Communications Manager, PLM, L3, Cisco Unified Communications, Call Manager, Unity, UCCX, CER, SIP, H.323, MGCP, Oracle SBC, Polycom, Quezon City, NCR, National Capital Region
UnitedHealth Group

Quezon City, Metro Manila
Permanent
Full-time