Summary of Role

• This is a LAN & Telephony Team Leader Operations position within the Emerson Service, Delivery and Operations Organization. The incumbent will have regional ownership of the operational capability of LAN & Telephony services as defined by Emerson IT. She/he will be responsible to deliver agreed level of LAN & Telephony services to internal customers, users, and to manage associated applications, technology and infrastructure supporting delivery of these services in an ITIL inspired environment. This Team Leader of LAN & Telephony Operations will manage teams located in-region and by exception, other world areas.

• Emerson IT Services span a variety of businesses, sites, and user base count, going from small sales offices to large manufacturing and engineering facilities, serving 60,000+ users on a 24/6 basis.

Specific Responsibilities

General

• The LAN & Telephony Operations Team Leader will assume technical responsibility for the operational support of all LAN & Telephony services within his/her region.

• Supervise and coordinate direct reports in region including performance management and operational activity. Administrative management is possibly incurred for direct reports working on the same location than the incumbent.

• Help the business optimize the infrastructure, by leveraging standards, agreements, and technologies whenever possible.

• Lead, motivate and coach the teams; set and review objectives in a challenging performance review environment (local HR standards); organize regular performance and improvement meetings with the LAN & Telephony Manager, service owner, and other parties.

• Ensure proper escalation of LAN & Telephony Services related IT Service Desk tickets.

• Participate or lead formal Service Review initiatives in cooperation with Service Owner, Design Team, Transition Team, Provisioning Team, Service Delivery Team, and others, following-up on resulting Action Plans

• Follow and enforce Emerson policies and rules regarding relevant IT management, security, standards, and procedures, liaise with other teams when required.

• Duties are performed under minimal supervision for working hours and partially staffed team initially, requiring good priority management and ability to work under pressure.

• Lead the recruitment process of new team members in region.

• Lead or contribute to the salary review process for the team in concerned region(s)

• Participate to annual org review for the LAN & Telephony Operations team.

Operations

• Manage LAN & Telephony related events, incidents, requests, changes, and problems in an appropriate and effective manner.

• Follow Major Incidents / Disaster Recovery procedures when required interacting with Emerson Operations Center

• Creation and implementation of improvement plans when an SLA breach occurs.

• Ensure the environment is monitored appropriately; support a “follow the sun” methodology by frequent meetings with counterparts, sometimes requiring out of hours meetings.

• Operate secure and dependable LAN & Telephony Services (including the interaction with WAN, Wireless, LAN access control, Engineering LANs, Customer call centre software, others)

• Work with Emerson’s security teams on relevant IT security aspects, including antivirus, data protection, access permissions, and any future requirement.

• Work with the IT Asset Management team to ensure a legitimate software environment on switches, Telephony gateways and central environments, including but not limiting to appropriately licensed & supported IOS versions.

• Produce and maintain up-to-date LAN & Telephony operating procedures and documentation.

• Using set of existing or future tools, provide required reports related to LAN & Telephony Services, Software, Security, and others to IT Community (IT Asset Management, Service Delivery, Group Information Security Officer, others as required).

Planning and Administration

• Contribute to the annual IT budget preparation by identifying and proposing training, travel, and other budget-impacting needs for the LAN & Telephony Operations team in concerned region(s)

• Participate to costing model definition, assist management of related hardware and software lifecycle and contracts in liaison with IT Asset Management team.

Education / Qualification Requirements of the Role

Education

• Education to degree level or equivalent, but experience may be considered in lieu of formal education.

• Minimum 6 years’ experience in IT with significant experience managing an operations team.

• ITIL certification or equivalent awareness

• Language knowledge: fluent in business English (speaking / writing); any other languages are considered an advantage.

Qualifications

• Specific skill areas should include:

• People management and development

• Customer service

• Process improvement

• Strong technical awareness or expertise of LAN & IP Telephony services. Previous large scale operational experience in such environments is considered a must.

• An effective communicator

• Excellent written communication skills

• Excellent documentation and procedure writing skills.

• Diplomacy and listening skills.

• Ability to manage challenge of remote communications through multiple tools (Instant Messaging, e-mail, phone, project management interface)

• Willing to travel occasionally

• Cisco CCNA or equivalent networking certification is preferred.

• Knowledge of current trends in the specific field

• Strong, demonstrable customer focus, diplomatic savvy

• Flexible attitude towards working hours.

• Strong analytical capabilities, “big picture” approach and good problem-solving skills

• Open mind and flexible attitude towards the ambiguity inherent to a large-scale IT reorganization, including but not limiting to managing overlaps and possible conflicts.

• The incumbent should have good change motivation skills and be able to defuse tense situations with minimal supervision.

Responsibility and Oversight – Financial and Supervisory

• Financial responsibility may include working within a budget to complete projects and assisting with budget planning for the team.

• Purchase equipment and supplies as provided for in budget, such as lab or test equipment or team-specific software.

Customers

Internal

• Users for Emerson in all world regions with primary focus in same world area

• All IT personnel within Emerson

External

• Suppliers of hardware, software, and IT consultancy

• IT infrastructure contractors (on occasion)

CORE COMPETENCIES

• Functional Technical Skills / Technical Learning

• Getting Organized / Developing direct reports and others / Building effective teams

• Action Oriented / Customer Focus

• Manage Ambiguity

• Effective written communicating and presentation skills

• Interpersonal savvy

• Customer

• Ethics and values / Integrity and trust

Requisition ID : 24005952

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.