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Job Purpose and Impact

• The Manager I, Operations job leads the execution of the tactical and strategic plans of the organization's infrastructure initiatives to sustain optimal performance, security and scalability. This job leads and guides the team responsible for monitoring and maintaining systems, troubleshooting issues, and implementing robust security measures. This job builds and maintains vendor relationships, fosters cross functional collaboration, oversees project management and resource allocation, and leads continuous improvement and innovation in technology operations.

Key Accountabilities

• MONITORING AV SYSTEM PERFORMANCE: Monitors the health and performance of AV systems across conference rooms and collaboration spaces, using management tools to track device status, identify issues, and maintainoptimal functionality. Includes monitoring backend infrastructure (e.g., resource managers, bridges, content servers) and endpoints in all regions.

  TROUBLESHOOTING & RESOLVING ISSUES: Diagnoses and resolves moderately complex AV problems affecting codecs, controllers, displays, audio devices, and connectivity. Performs root cause analysis and implements preventive measures. Escalates to vendors (e.g., Poly, Zoom) as needed and tracks tickets through resolution.

  INCIDENT MANAGEMENT: Responds to AV incidents, outages, and performance alerts, categorizing issues and coordinating with technical teams and vendors for timely resolution. Provides after-hours and on-call support as required.

  SYSTEM ANALYSIS & INTEGRATION: Performs analysis to troubleshoot AV signal flow and ensure proper communication between AV components and collaboration platforms (e.g., Microsoft Teams Rooms, Zoom). Supports integration and configuration of new AV hardware and software.

  CONFIGURATION & DEPLOYMENT: Assists in configuring and deploying AV hardware and software, ensuring compatibility with existing systems. Assist approved vendors withup room systems, peripherals, and control interfaces. Performs initial remote setup of newly installed endpoints and supports moves, adds, or changes.

  COLLABORATION & COMMUNICATION: Partners with vendors, service providers, and internal teams to resolve AV issues and improve performance. Provides clear communication and timely updates to stakeholders. Coordinates onsite support as needed.

Qualifications

• Minimum requirement of 6 years of relevant work experience. Typically reflects 10 years or more of relevant experience.