Information Technology - Toronto

On behalf of our client, we are looking for,
POSITION TITLE: Manager, UC/Networks
DIVISION:  Information Technology
REPORTS TO: Director, Enterprise Operations
LOCATION: Toronto, Downtown


This position has both a technical role and a management role in the company’s  IT Enterprise Operations – being a SME in both UC and Networks Operations & Support (including 24×7 2nd /3rd level support) as well as providing team leadership, planning, coordinating, KPI monitoring/analyzing, and optimizing UC & Networks Operations to ensure it is meeting business availability, performance, scalability and security requirements and having a strategy for continuous improvement.

The Manager liaises with internal or external IT teams from different business areas of the organization, developing deep knowledge of business operations and inter-relationships and ensuring no gap in IT Operations enterprise wide including gating the transition from Project to Production Support.
Under the guidance of the Enterprise Operations Director, the Manager develops and manages UC & Network Operations plan, Operating cost reporting and forecasting, and supports annual budgeting, Under the guidance of Director, Infrastructure engineering, the Manager provide inputs to  IT Infrastructure Roadmap and team support to new IT infrastructure projects as required.

Configure, maintain and support  the following technologies:

o Unified Communications –CUCM, Attendant Console, Gateways, Cube
o Customer Collaboration – Cisco Unified Contact Center Express
o Messaging – Cisco Unity Connection (Unified Messaging) and Jabber
o Communications Gateways – Cisco Expressway and Video Communication Server
o Cisco and Polycom video endpoints
o Voice Recording – NICE Systems

B) Networks & FW
o Cisco routers (Nexus, ASR&ISR), switches
o Cisco Wireless, ISE switches
o Cisco ASA Firewalls
o Palo Alto Firewalls
o Rapid7 VA scanner, SolarWinds tools suite, Cisco Prime Assurance, Wireshark
o F5 Load Balancers (GTM,LTM,APM,ASM)
o IPV6, Routing Protocols (OSPF,EIGRP,BGP), redundancy Protocols (HSRP,VRRP)
• Daily health check and alarm monitoring/troubleshooting
• Perform all system backups and recovery operations
• Participate in IT service management processes, including incident, problem and change management, and service request fulfillment.
• Maintain accurate detailed diagrams, hardware/software/licenses/certificates inventory, and operational documentation (such as built book, run book, monitoring thresholds, security hardening specs (CSD), backup/retention reqts) for Enterprise UC & Network Operations
• Serves as the company’s Technical Point of Contacts to coordinate Firewall Changes with managed vendor adhering to agreed Incident, Problem and Change Management processes
• Diagnose, troubleshoot and resolve hardware/software problems, identify root cause, take proactive measures to reduce impact and risk of reoccurrence. Escalate complex problems to Infrastructure Engineering team as required. Initiate support vendor TAC cases and work with TAC engineers to resolution as required.
• Ensure infrastructure IT policies and standards are implemented and maintained
• Support Operations Security by ensuring compliance to security policies and standards, monitoring access privileges, conducting risk assessments, investigation of suspicious activities, and remediation of identified security threats or risks as required.
• Conduct semi-annual device IOS/firmware review and perform security patching or upgrade where required
• Perform annual device security health check & remediation as required
• Perform semi-annual EOL/EOS review or as required
• Collect and maintain system performance baselines for troubleshooting/Regression testing
• Provide reports and support for system capacity and performance management owned by Infrastructure Engineering.
• Perform system and user analysis to plan and implement short/mid-range hardware improvements
• Participate in semi-annual privileged IT ID review
• Support internal and external audits as required
• Participate in on-call activities and be available as required to provide technical support
• Participate in IT disaster recovery activities as required
• Provide KPI report and participate in Monthly Operations Review (MOR)
• Provide support to projects as required

• Participate in the development of strategies and plans for IT Enterprise Operations and, on approval, translate these goals into own team objectives & plans, and manage plan execution.
• Develop and maintain UC & Networks standards and staff culture that provides effective and flexible support of business operating goals and initiatives.

• Plan, manage and provide direction to UC & Networks team.
• Determine department’s priorities, work methods and provide input to staffing needs.
• Assign, coordinate and maintain work standards for a department through the use of Key Performance Objectives (KPOs) for all employees.
• Provide development opportunities for people in own department/area, compatible with both the company needs and personal goals and foster a strong commitment to learning.
• Provide leadership and coaching to build a high performing team capable of delivering on IT strategy.

• Develop internal relationships with the company’s IT leaders to determine the key initiatives and levels of UC & Networks Operations services required for the achievement of business goals.
• Promote and oversee strategic relationships between internal resources and external entities, including the major vendor and other partner organizations.

Formal Education & Certification
• University degree in an Information Technology or related Engineering field, with at least 8 years of UC & Network operations and 3 years management experience.
• CCIE voice or CCIE certified or working towards certification, CCNP Voice preferred and/or  CCNP
• ITIL V3 certifications considered as assets
Skills, Knowledge & Experience

• Proven effective leadership skills.
• Excellent verbal and written communication skills and the ability to communicate with different levels of management with superior interpersonal and teamwork skills.
• Strong experience in managing UC & Network Operations in an enterprise multi-site environment with high quality results.
• Proven analytical and problem solving skills and ability to effectively manage competing priorities and escalate issues as required.
• Excellent relationship and organizational skills to work effectively with internal support teams, IT vendors and service providers
• In-depth technical knowledge and experience of UC & Networks Infrastructure & its Security Operations.
• Direct working knowledge of Incident, Problem and Change management methodologies.
Please email your resume to (
Only qualified candidates will be contacted.
Thank you.

Position Type Full Time
Application Deadline May 10, 2018
Experience Required 5+ years
Job Duration Permanent
Education Required Bachelors