IT Infrastructure Service Manager & Architect for Unified Communications


As member of the Global IT Infrastructure team, the IT Infrastructure Solution Manager Unified Communications holds the technical responsibility for the Corporate Unified Communications & Collaboration (UCC) services and provides world-class support in that area, while maintaining a strategic vision by defining the UCC architecture. Other services provided internally by the team or externally by partners are Workplace, Data Center, Service Desk, Server & Systems Management, Converged Network, Collaboration & Cloud and Business Continuity.

IT Service Management & Architecture responsibilities include:
 Define and promote the infrastructure, architecture and governance for all Company XXX sites
 Design, plan, implement and support services for the end user in collaboration with the global desk services according to the ITIL
 Own and drive service desk improvement initiatives which include process improvement, ITSM tools, organizational and governance topics
 Operating all Company XXX central IT infrastructures inside a global framework (architecture, standards, contracts…) and support the local IT infrastructure following the Infrastructure governance in place
 Defining and promoting the infrastructure governance for all company sites
 Leading and executing infrastructure projects and executing the infrastructure part in application projects
 Managing Continuous Improvement initiatives (service improvement, cost reduction, process improvement)
 Managing external providers for the delivery of Infrastructure services
 Being accountable for measuring and meeting SLAs on infrastructure services
 Being accountable for central infrastructure spending
The Service Desk function is a key enabler for most of the points above.

Key accountabilities:
 Owning the overall responsibility for the Skype for Business Communications & Collaboration services and architecture on a global scope as part of an international team
 Engineering of innovative Workplace solutions to address business needs and service gaps, within the roadmap of Global IT infrastructure, across Skype for Business, Office 365, Active Directory, Windows and Microsoft Cloud services
 Evaluating existing technologies services (e.g. Skype for Business, AudioCodes Voice Gateways, Fax over IP) and identifying improvements in the voice infrastructure. Monitoring corporate and remote telecommunications voice systems to identify technical operating problems with partners
 Coordinating the planning/installation of related telecommunications equipment and services throughout the enterprise
 Coordinating activities with business, local IT and facilitating organizational partners with equipment vendors and telephone companies
 Producing/maintaining design and operational documentation for related IT Infrastructure, including providing a product roadmap. Securing network systems by establishing/enforcing policies and defining/monitoring access
 Providing overall IT Infrastructure 3rd level support

5 - 10 years of experience in Infrastructure Operations and Architecture/Engineering gained in a complex global organization.
 Proven track record in supporting Skype for Business and in IT Service and Vendor Management. Fluent in English. German and/or French skills are an asset.
 In-depth knowledge of Microsoft Skype for Business instant messaging, web conferencing and voice architecture for medium to large-scale corporate organizations. Profound knowledge in Skype for Business enterprise voice concepts and PSTN.
 Experience with Dial Plans, Voice Policies, Unified Messaging, SIP trunks, audio gateways and audio-conferencing including UC hardware (Poly) desired.
 Thorough understanding of current and emerging technologies, including WAN/MPLS, PRIs, E1/T1s, VoIP, SIP etc. In-depth experience with multi-site, global IP telephony rollouts or migrations.
 General understanding of Active Directory, Office 365 and Windows Server and network architecture.
 Strong team player with experience in working in virtual teams. Strong communication skills (i.e. active listening, writing, presenting) and ability to interact at various organizational levels. Out-ofthe-box thinker with a can-do attitude who consistently shows initiative and strives to achieve results through collaboration.
 Ability and experience with collaborating with vendors
 Excellent organizational skills and strong focus on quality, accuracy and productivity. Ability to take ownership and work with minimum direct supervision/guidance.
 Willingness to travel
 Fluent in speaking and writing in English; German and French is an asset

Place of work: Bratislava, Slovakia

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