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Description
WBG Context
Established in 1944, the WBG is one of the world’s largest sources of funding
and knowledge for development solutions. In fiscal year 2018, the WBG
committed $67 billion in loans, grants, equity investments and guarantees to its
members and private businesses, of which $24 billion was concessional finance
to its poorest members. It is governed by 188-member countries and delivers
services out of 120 offices with nearly 15,000 staff located globally.
The WBG consists of five specialized institutions: the International Bank for
Reconstruction and Development (IBRD), the International Development
Association (IDA), the International Finance Corporation (IFC), the
Multilateral Investment Guarantee Agency (MIGA), and the International Centre
for the Settlement of Investment Disputes (ICSID). The World Bank is
organized into six client-facing Regional Vice-Presidencies, several
corporate functions and thirteen Global Practices to bring best-in-class
knowledge and solutions to regional and country clients.
ITS Vice Presidency Context
Information and Technology Solutions (ITS) enables the WBG to achieve its
mission of ending extreme poverty by 2030 and boosting shared prosperity in a
sustainable manner by delivering transformative information and technologies
to its staff working in over 130 client countries.
ITS services range from establishing the infrastructure to reach and connect
staff and development stakeholders; providing the devices and agile
technology and information applications to facilitate the science of delivery
through decentralized services; creating and maintaining tools to integrate
information across the World Bank Group, the clients we serve and the
countries where we operate; and delivering the computing power staff need to
analyze development challenges and identify solutions.
The ITS business model combines dedicated business solutions centers that
provide services tailored to specific World Bank Group business needs and
shared services that provide infrastructure, applications and platforms for
the entire Group. ITS is one of three VPUs that have been brought together as
the World Bank Group Integrated Services (WBGIS), to provide enhanced
corporate core services and enable the institution to operate as one strategic
and coordinated entity.
ITSGC Department Context
The Global Telecoms & Client Services (ITSGC) department within ITS
provides global communications and client services, products and support for
all member organizations across the World Bank Group. Services provided by
ITSGC include: global network, unified communications (Telephony and
Video-conferencing), end-user device and mobility service provisioning, IT
support (Helpdesk, front-line IT support and IT training), rapid application
delivery services for the entire World Bank Group, as well as coordination
and implementation of all infrastructure projects facing World Bank Group
country offices.
Duties & Accountabilities:
Working as a member of the ITSCU team, this position will support the current
Unified Communications and Video Collaboration infrastructure that has been
deployed for IP telephony, video, and collaboration services. Duties include
implementation, maintenance and support of ITSCU's CISCO based voice and
video services including CUCM, Voice gateways, IP phones, Jabber Client, and
Webex. The selected candidate will ensure that incidents are managed
effectively through the execution of the established incident management
process, with a focus on ticket management quality, and effective escalation
and communications.
The selected candidate will function as a resource to support current
infrastructure and assist with daily operations tasks and initiatives of
varying sizes as assigned by the senior staff or Manager of ITSCU.
This position will be participating in an on-call rotation and may be called
upon to work off-hours to support customer escalations. Some shift work,
weekend maintenance and standby support will be required.
Essential Job Functions:
• Under the guidance of the ITSCU leadership, the UC Engineer is responsible
to provide technical assistance in the CISCO Call Manager environment for
which ITSCU is responsible.
• Maintain, Support and Troubleshoot existing CUCM infrastructure including
CME, CMBE, Cisco Voice gateways, Cisco IP phones, Jabber and Webex.
• Support troubleshooting all the technical and quality related issues for
VOIP systems. The engineer must simultaneously maintain communication with
the escalation teams and the end-users to ensure they remain updated on any
issues
• Provide converged voice and video network infrastructure Tier II technical
support to internal support team and end users. Escalate to Tier III and Team
Lead as necessary.
• Proactively identify problems, monitor performance and act on system alarms
and monitoring alerts.
• Execute equipment repairs, preventive maintenance, and routing changes with
minimal end user disruption per the guidelines of the Change Control Process.
• Input and manage tickets through Incident and Change management system –
ServiceNow.
• Perform advanced problem analysis, issue trending, and outage management
• Engineer must ensure their knowledge base is current and accurate, and all
technical issues must be tracked and documented in a detailed format.
• Assist with migration of PSTN connections from T1/E1-PRI to SIP Trunking.
• Support peripheral services such as Fax over IP, IP Paging and call
recording systems integrated with CUCM.
Selection Criteria
Educational Qualifications and
Experience:
• Bachelor’s Degree in a related technical discipline or equivalent work
experience in the telecommunications field. These requirements may be
met through formal course work or equivalent level of experience.
• Qualified candidate will have 4-8 years of broadly based, progressive
experience in a large telephony environment.
• Cisco CCNA Collaboration is required, Cisco CCNP Collaboration is preferred
• Hands-on experience in CISCO CUCM technology with working knowledge of
network technologies including CISCO IOS, switching, routing, load balancing,
QOS/COS and firewalls.
• Experience in implementing secure measures within IP telephony and Video
architectures (e.g. e.g. SIP TLS, SRTP, and Vulnerability Assessments for
VOIP and Video hardware)
• Unified Contact Center Enterprise Operations support experience.
• Experience in VOIP technologies including WebEx Teams, servers, networking,
TCP/IP, VoIP protocols, PSTN provisioning and SIP integration.
• Experience in ticketing tool such as ServiceNow is required.
• In-depth understanding of Media Resources (Conference Bridges, Transcoding,
MTP) and protocol-interworking.
Required Skills/Abilities:
• Comprehensive knowledge of the fundamental concepts used in traditional IP
Telephony and Video Conferencing systems administration and support and
relevant hardware and software applications.
• Ability to build and sustain collaborative relationships with executive
management and multiple constituencies.
• Strong analytical, organizational, and communication skills.
• Ability to work independently and as part of a team
• Ability to solve problems using creative solutions.
• Ability to organize and prioritize workload and remain flexible in an
environment of constantly changing priorities.
• Ability to deal sensitively in multicultural environments, and build
effective working relations with clients and colleagues, both within and
outside the organization For more information and online application click here
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