Automation Solutions Group IT Infrastructure is developing a standard, centrally managed Network and Voice Environment for all its locations in Europe, North America and Asia.
This operational role is key within Emerson Automation Solutions Group IT Infrastructure, supporting, deploying and expanding the Network and Voice strategy, with the following main operational responsibilities in an ITIL inspired organization :
oProvide Foundational Support for Europe, North America and Asia installed base Deploy and monitor Network Switches, Wireless Access Points, Wireless LAN controllers, Firewalls, Voice over IP central equipment’s and software (Call Manager), Phones.
Mainly Cisco Equipment).
oProvide Operational Support Supporting sites with Events, Incidents, Requests or Problems linked with the Network & Voice services .
This position will have a focus on Voice & Network services management.
Monitor Network and Voice assets and act on Events and Incidents, in a follow-the-sun organization
Pick Incidents from other world areas shifts and / or hand them over to next shift as necessary.
Ensure optimal and maximum efficiency usage of the networking equipment installed on sites as defined in Service Design and Service Level Agreements.
Support the Monitoring Solutions & Infrastructure including hardware & software support (maintain equipment, liaise with Server and Client colleagues when relevant, manage users, access permissions and delegations to other groups, ensure full sites coverage, participate to change management)
Work closely with Design team and Transition team to ensure Operational considerations are included in all solutions and Continual Service Improvement is maintained at all times.
Provide 2nd and 3rd Level Support for in-scope Emerson sites Network and Voice Infrastructure. This includes formal Service Level Agreements over multiple sites & countries, across several World Areas and Emerson businesses including non-
Emerson Automation Solutions supported sites.
Ensure proper escalation of Network related IT Service Desk tickets and take ownership for any unclear situation until resolution, being interface between the Central Service customer and other IT groups or vendors when needed.
Participate to formal Service Review initiatives in cooperation with Design Team, Transition Team, Service Delivery Team and others required, following-
up on resulting Action Plans.
Coach local IT, new members of the team and interns on Network Infrastructure Services when required
In accordance to Service Design and as planned and prioritized in Project Portfolio, provided documentation and using appropriate tools, rollout standard Network and Voice services on newly created sites and integrate existing sites that are not yet compliant.
Occasional onsite deployment might be required.
Upon equipment refresh or integration, create and document Network and / or Voice configurations, Bills of Materials and topologies for selected Emerson sites, in partnership with Transition team and Design team.
Ensure that all existing Network and Voice equipment’s in scope for Emerson Automation Solutions and other divisions served by Central Services adhere to the standard configuration, with any deviation being documented or waivered depending case.
Respect and participate to improvement of Change Management Process at all times for both Hardware and Software.
Help with planning and deployment of refreshed or new hardware, respecting the Hardware Lifecycle process and deployment processes as defined in the Service Design.
Work with the IT Asset Management Software Licensing Team and concerned Vendors to ensure the maintenance of a legitimate Network and Voice software environment, when related with Network Equipment’s Operating Systems licensing, Central tools licensing and similar.
Ensure that Network & Voice Monitoring Service is fully operational, kept updated and participate to its improvement by feeding back to Monitoring Service owner.
Ensure Network and Voice equipment, Central network tools and any relevant configuration is properly backed-up to allow restore or Disaster Recovery in a compatible time with the Service Level Agreement.
When needed, perform reporting and data mining using defined reporting and logging tools to help identify Problems before they result in Incidents or Requests being raised by Service Customers.
Produce and maintain up to date all Network and Voice operating procedures and documentation.
Maintain at all times an appropriate Security posture for all Network and Voice Equipment and Software in scope, including but not limited to, running supported vendor versions, participate to physically lock the devices when able, manage and monitor access to the devices and software, and actively subscribe to Vendor CERT alerts and similar.
Assist ITAM team in managing existing maintenance contracts by making sure all network active equipment is adequately supported and maintained, report on end-of support dates.
Participate in Disaster Recovery Plan (DRP) tests and help maintain DRP processes to highest standards, in collaboration with Security, Design, Transition and Service Delivery Groups.
Continual Service Improvement : Collaborate and actively feed-back to the Design Team and Management in order to develop and improve Network and Voice solutions and design.
Where applicable propose corrective actions.
Education to degree level or equivalent, but experience may be considered in lieu of formal education
Minimum 1-2 years’ experience in IT networking role, preferably in a large Enterprise environment
ITIL or equivalent awareness or certification is an advantage
Language knowledge : fluent in business English (speaking / writing), any other language especially Romanian and Spanish are an advantage.
Specific Network Skill areas should include :
oAdvanced Voice Over IP knowledge on Cisco Unified Communications Manager and related VOIP infrastructure devices.
oCertification or equivalent experience to Cisco CCNA expert level (CUCM, IOS, CLI, Cisco LAN and Voice hardware, ...)
oNetwork administration and configuration knowledge (TCP / IP, layers, switching, basic routing, 802.1x, QoS...)
oMicrosoft Windows Server basic administration skills
oMicrosoft Windows 10 basic administration skills
oKnowledge of IP storage protocols (iSCSI, NFS) are an advantage
oAbility to work with diverse network monitoring tools.
An effective communicator
oAble to manage challenge of daily remote communications through multiple tools (Instant messaging, email, phone, project management interface), with multiple IT groups.
oGood written communication skills
oExcellent documentation and procedure writing skills
Willing to travel for short periods of time on occasion
Strong, demonstrable Customer focus
Strong analytical capabilities and good problem-solving skills
Flexible attitude towards working hours
Quick learner, team player with self-motivation to work in a remote support perspective
Logically organized, efficient and creative with strong analytical skills
Experience of a support role in a diverse multi-national environment an advantage
Imagine being surrounded by intelligent, driven, and passionate innovators all working toward the same goal to create groundbreaking solutions that leave our world in a better place than we found it.
Emerson is a global technology and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets.
Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs.
Our Emerson Commercial and Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency, and create sustainable infrastructure.
A dynamic environment is what you’ll discover at Emerson, a Fortune 500 company with $14.5 billion in sales and 155 manufacturing locations worldwide.
Together, we’re changing the world, and we have all the resources to help you achieve your professional goals.
Whether you’re an established professional looking for a career change, an undergraduate student exploring options, or recently received your MBA degree, you’ll find a variety of opportunities at Emerson.
Join our team and start your journey today.