The Role
Lead support for unified communications infrastructure, including planning, implementation, maintenance, and troubleshooting. Coordinate with vendors and business units, provide technical expertise, and ensure service levels are maintained. Mentor junior staff and participate in on-call support.
Summary Generated by Built In
Job Summary & Responsibilities
- Responsible for leading the support of HMSA's unified communications infrastructure. Responsibilities include, but are not limited to the following:
- Ensures the reliability of HMSA's unified communications infrastructure, to include the planning and implementation of enhancements.
- Implements, maintains and upgrades HMSA's unified communications infrastructure.
- Updates configuration management tools. Documents procedures and configurations.
- Administers the unified communications environment, to include the setup, deployment, and maintenance of component systems. Liaises with business units to develop and maintain an understanding of call center operations and requirements. Coordinates with business units to test and implement enhancements to unified communications components such as call center infrastructure.
- Provides technical expertise across business functions, and understands the relationship between the business and the Information Systems Department. Explains infrastructure capabilities. Consults with other Information Systems Department teams regarding infrastructure requirements and provides recommendations for both the design and implementation of systems integration activities. Reviews and makes recommendations with respect to IT infrastructure that deviates from established architecture standards. Leads project planning and requirements gathering efforts. Recommends and creates action plans for systems development and / or integration. Identifies the need for major support contracts. Reviews vendor proposals. Prioritizes, plans and implements upgrades and ensure that change management procedures are implemented and followed. Prioritizes, plans and implements infrastructure repairs and installations. Coordinates and plans activities with vendors.
Ensures that asset and Oversees the conduct of disposal procedures are adhered to. Designs and implements infrastructure replacement plans. Maintains inventories as appropriate. Monitors Key Performance Indicators and maintains service levels to ensure that requirements are met or exceeded. Escalates problems as required. Informs management as appropriate. - Troubleshoots and diagnoses complex and escalated problems. Works with multiple vendors to coordinate the resolution of issues. Reviews logs and maintains Information Technology Service Management tools to document changes and identify recurring problems. Identifies the training needs of users. Shares knowledge with users and other Information Systems Department staff.
Updates users on the status of incidents and problems. Ensures that follow-up procedures are adhered to. Tracks customer satisfaction. Participates in long-term infrastructure strategy and planning. Participates in rotating on-call support schedules. Provides after-hours support to business operations, as needed. Supports remote locations across the Hawaiian Islands, to include overnight travel, as needed. Mentors and assists in the professional development of less experienced staff. Required to be on-call for critical incidents as they arise. - Employee must participate in continuing education and training as needed or assigned. This is to ensure an accurate and updated knowledge base.
- Performs all other miscellaneous responsibilities and duties as assigned or directed.
#LI-Hybrid
Preferred Qualifications- Bachelors degree or technical institute degree / certificate or equivalent work experience.
- Five years of relevant information technology work experience.
- Substitutions such as a higher-level degree, specialized training or certification and less work experience will be considered.
- Demonstrates a high level of expertise in multiple of the following technologies; Cisco telecommunications infrastructure, call center operations / reporting, scripting, and collaboration tools to include telephony, e-mail, chat, presence, conference room infrastructure, and collaborative meeting infrastructure.
- Strong written and verbal communication skills
- Excellent interpersonal, problem-solving, and organizational skills
- Strong planning, organization, and time management skills
- Ability to solve practical problems and deal with a variety of unique situations where only limited standardization exists.
- Basic knowledge of Microsoft Office applications. Including but not limited to Word, Excel, PowerPoint, and Outlook.
- AWS Cloud experience including Amazon Connect, Chime and Lex is highly preferred.
Top Skills
Amazon Connect
Aws Cloud
Chime
Cisco Telecommunications Infrastructure
Lex
MS Office
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The Company
What We Do
The Hawaii Medical Service Association (HMSA), an independent licensee of the Blue Cross and Blue Shield Association, is a reliable name in Hawaii health care. Established in 1938, we are the largest and most experienced provider of health care coverage in the state. Over half of Hawaii’s population have chosen HMSA for their health care coverage.
We are dedicated to providing quality, affordable health plans; employee benefit services; and worksite wellness programs. HMSA also offers a variety of programs, services and support to help improve the health and well-being of our members and community.
