Wide Area Voice Environment; WAVE Technical System Manager

Wide Area Voice Environment (WAVE) Technical System Manager

Technical Systems Manager to provide system support, maintenance, and updates of the WAVE system to include the following responsibilities:

• Assign user licenses, build, and maintain individual user account configurations, manage certificate distribution, execute channel patching, manage and execute requests for federated WAVE convergence with outside organizations for interoperability support to field operations.
• Perform weekly system maintenance checks, install software updates, and bug fixes, maintain currency on new WAVE feature releases, and coordinate upgrades with management.
• Monitor external host system upgrades or changes and manage WAVE system dependencies to ensure continuity of operations.
• Serve as the customer focal point to coordinate WAVE software support.
• Fulfill reporting tasks as directed by the customer.
• Coordinate with contractors and entity representatives to ensure regulations and policies are adhered to.
• Test or verify back-up systems on a regular basis or as required by the customer.
• Communicate the resolution of major system problems and address system status.
• Facilitate resolution of technical problems with field teams, Central Service organizations, Product teams, Engineering teams, Product Services, and the Customer Response Center.
• Manage WAVE infrastructure emergency repair efforts and escalation procedures.
• Participate in regularly scheduled meetings with the customer and/or user groups to review system and service support performance and address technology and/or operations issues that surface.
• Provide the WAVE TSM with updated service information, training and engineering assistance, and computer resources.
• Provide the customer with technical recommendations to improve WAVE System performance.
• Assist with infrastructure inventory management of spare parts and supplies.
• Identify failure trends, systemic issues, chronic problems, and/or improvement possibilities.
• Coordinate and lead technical resources for resolution of open Customer Service Requests cases.
• Identify process failures and take corrective action.
• Respond to Customer users’ technical questions and problems.

• Experience managing a WAVE system along with the following training.
• Entry level Seniority.
• Full-time
  
  Employment type
  
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• Sales and Business Development Job function.
• Professional Services Industry.