Pearson Operations Manager - Campus Network & Voice in San Antonio, Texas
Operations Manager - Campus Network & Voice - ( 2102214 )
We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.
The Campus Network & Voice Operations Manager is part of the Digital Workplace Services. In this role, you will oversee campus network and voice operations for Pearson globally. You will become an expert in Pearson’s campus network and voice solutions and provide direction to network analysts. You will also develop strong customer relationships for ongoing business. For success in this role, you must be highly experienced with network and voice technologies.
Deliver operational support and administration for the campus network and voice infrastructure and configuration
Manage and participate in incident management including off hours support for major incidents related to network and voice.
Review and provide technical approval for changes related to the campus network and voice services.
Enable the team to react to customers’ requests, support incidents on time, and resolve them fully and permanently.
Coach, mentor, and discipline team members, making sure the team delivers the work on time with quality; communicating job expectations, and appraising their performance.
Work with stakeholders including cross-teams, business users, and executive teams, and assist them with network and voice related technical issues.
Partner with Engineering to assist in estimating effort and budgets for small to medium enhancements to the existing network and voice services.
Develop policies and procedures and enforce them effectively within the team.
Lead service transition efforts for services transitioning from engineering to operations.
Help the team convert functional requirements into technical specifications.
Identify problems, evaluate trends, and recommend strategies to meet the organization’s goals.
Ensure operational excellence and continual service improvement to drive ongoing reductions in support volumes and improvements to the end user experience.
Maintain proper documentation in a Sharepoint Wiki.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
Due to the nature of this position, the applicant will need the ability to work from home or during off-hours as necessary. Candidates must have:
In-depth knowledge in the Network and Voice concepts, 8-10 years of total IT working experience, and a minimum of 4 years of proven experience as a technical lead or as an IT manager.
In-depth knowledge of network infrastructure including Cisco Meraki products, Routers, Switches, Wireless Architecture, Infoblox DNS/DHCP, and Fortigate Firewalls.
In-depth knowledge of voice solutions. Preference given to those with Microsoft Teams Voice experience. Additional voice platforms that are supported include: Avaya, Cisco Call Manager, GoToConnect (Jive) and BT Cloud Call Center products.
Experienced with Solar Winds or similar monitoring tool including creation of monitoring scripts.
Ability to think abstractly, at the same time excellent attention to detail.
Ability to manage people; resolve conflicts; identify, report, and manage risks
Proficient in thinking critically and challenging norms
Strong verbal and written communications skills (English)
Persistence in the face of challenges
Strong understanding of ITIL and Agile principles
Strong customer service orientation – “customer is always right” attitude
Bachelor’s degree or equivalent experience in Computer Science, Information Systems or related disciplines
Cisco CCNA or higher
Microsoft 365 certified fundamentals preferred
ITIL Foundation Level
Primary Location : US-IA-Iowa City
Other Locations : US-NC-Durham, US-TX-San Antonio
Work Locations :
US-IA-Iowa City-2510 North Dodge
2510 North Dodge Street
Job : Technology
Organization : Technology & Operations
Employee Status : Regular Employee
Job Type : Standard
Job Level : Manager
Shift : Day Job
Job Posting : Feb 15, 2021
Job Unposting : Ongoing
Schedule: : Full-time Regular
Req ID: 2102214