Track Manager - Cisco Customer Voice Portal (CVP)

Job Summary

This role drives the operational excellence of large-scale voice infrastructure projects, ensuring high availability, optimal performance, and continuous improvement within Cisco-based environments. The individual provides expert leadership in managing complex support operations, empowering teams, and aligning technical solutions with client objectives to deliver superior service.

Key Responsibilities

1. Manage Cisco Voice network operations by utilizing advanced knowledge of Cisco Unified Communications Manager (CUCM), Unity, and related voice technologies to ensure optimal system performance and service availability.

2. Oversee incident, problem, and change management processes using Cisco tools and ITIL frameworks, ensuring rapid resolution and minimal service disruption.

3. Lead and mentor support teams in troubleshooting complex voice network issues, deploying upgrades, and implementing configuration changes using Cisco IOS and collaboration platforms.

4. Drive continuous improvement initiatives by analyzing operational metrics and implementing automation or process enhancements in Cisco Voice environments.

5. Engage with clients to interpret technical requirements, ensure service expectations are met, and deliver tailored solutions using Cisco voice technologies and network management systems.

6. Provide expert-level escalation support for critical incidents, coordinating with internal teams to resolve systemic issues and prevent recurrence.

7. Develop and maintain comprehensive documentation for network voice configurations, operational procedures, and client-specific requirements to support knowledge transfer and compliance.

Skill Requirements

1. Excellent Skills In Managing Large Scale Voice Networks And Troubleshooting Complex Voice And Network Issues.

2. Advanced Proficiency In Using Network Management And Monitoring Tools Specific To Cisco Voice Environments.

3. Solid Experience With Itil Based Operations And Service Management Best Practices.

4. Strong Leadership Abilities In Mentoring Technical Teams And Driving Operational Excellence.

5. Excellent Communication Skills For Client Engagement And Cross Team Collaboration.

6. In Depth Understanding Of Security Practices And Compliance In Voice Network Operations.

Other Requirements

1. Cisco Certified Network Professional (CCNP) Collaboration � recommended.

2. ITIL Foundation Certification � optional but valuable