Assistant Manager - IT Telecom in Makati at Startek

Date Posted: 10/2/2021

Job Snapshot

  • Employee Type:
    Part-Time
  • Location:
    Makati
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/2/2021

Job Description

The resource is primarily responsible for managing all Telecom devices and operations at  STARTEK West locations . End-to-end Customer Connectivity, Trouble Ticket Management, Standardization, and Documentation.





Essential Duties & Responsibilities:



(Please quantify each with a % of time spent on each duty and responsibility – must add up to 100%)





50% - Manages day to day operations, resolving trouble tickets, submitting change requests, monitoring circuit and equipment status .The candidate chosen for this position would have most or all of the following technical skillsets:




  • Configuring and maintaining Avaya Communication Manger 6.x 7.x & 8.x

  • Configuration and Maintenance of Avaya System Manager \Session Manager .

  • Configuring and maintaining Media Gateways (G650) & (G450) .

  • Configuring and maintaining Cards like CLAN, DS1, IP Media Processor, IPSI and VAL etc.

  • Upgrading the Cards to New available firmware version.

  • Maintaining & troubleshooting SBC’s like Avaya SBC  ,ACME  & Cisco Cube

  • Maintaining & Troubleshooting of Avaya Call Management System (CMS).

  • Maintaining & Troubleshooting of AES .Generating reports in Avaya CMS.

  • Generating reports in Avaya CMS & Rebooting the CMS.

  • Working experience of the Automatic Call Distribution (ACD) in the call centers and Brief    knowledge of ARS , AAR , Dial plan etc

  • Configuring, Maintaining and Trouble shooting of Vectors, VDNs, Trunk groups, Hunt groups.

  • Generating the BCMS reports.

  • Installing tools like Avaya site administration, CMS supervisor, IP VAL Manager, etc.

  • Administration & Trouble shooting of Verint Voice Logger and Screen Recorder. 

  • Creating & managing announcements.

  • VOIP, H.323 Protocol, SIP, Audio Codecs Alaw , Mulaw and G.7XX Series.

  • Maintaining & troubleshooting of Avaya IP and SIP phones.

  • Configuring, Maintaining and Trouble shooting of AES.

  • Maintenance and Troubleshooting of Avaya Experience Portal (AEP) & Cisco CVP  .





10% - Remote or on-site support for new call center builds.  .



10% - Ongoing Standardization and Documentation efforts to properly record the current state and standard operating procedures.  Good written communication skills are required.



25% - Project based work to further stabilize, improve, and innovate our existing environment.



5% - May perform other related duties and responsibilities as assigned and/or required.


Job Requirements

Education and/or formal training:




  • Bachelor’s degree or equivalent related experience

  • Need to be trained to work on Avaya devices .





Relevant Background:





Knowledge, Skills and Abilities:






  • Configuring and maintaining Avaya Communication Manger 6.x 7.x & 8.x

  • Configuration and Maintainence of Avaya System Manager \Session Manager .

  • Configuring and maintaining Media Gateways (G650) & (G450) .

  • Configuring and maintaining Cards like CLAN, DS1, IP Media Processor, IPSI and VAL etc.

  • Upgrading the Cards to New available firmware version.

  • Maintaining & troubleshooting SBC’s like Avaya SBC  ,ACME  & Cisco Cube

  • Maintaining & Troubleshooting of Avaya Call Management System (CMS).

  • Maintaining & Troubleshooting of AES .Generating reports in Avaya CMS.

  • Generating reports in Avaya CMS & Rebooting the CMS.

  • Working experience of the Automatic Call Distribution (ACD) in the call centers and Brief    knowledge of ARS , AAR , Dial plan etc

  • Configuring, Maintaining and Trouble shooting of Vectors, VDNs, Trunk groups, Hunt groups.

  • Generating the BCMS reports.

  • Installing tools like Avaya site administration, CMS supervisor, IP VAL Manager, etc.

  • Administration & Trouble shooting of Verint Voice Logger and Screen Recorder. 

  • Creating & managing announcements.

  • VOIP, H.323 Protocol, SIP, Audio Codecs Alaw , Mulaw and G.7XX Series.

  • Maintaining & troubleshooting of Avaya IP and SIP phones.

  • Configuring, Maintaining and Trouble shooting of AES.

  • Maintenance and Troubleshooting of Avaya Experience Portal (AEP) & Cisco CVP  .





KSAs Common to All JDs:




  • Fluent in verbal and written English.

  • Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.

  • Ability to work effectively in a team oriented, high demand and fast paced environment. 

  • Ability to maintain high level of confidentiality and work with highly sensitive data and information.

  • Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.

  • Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

  • Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.

  • Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.





KSAs Project Management related positions




  • Demonstrated effective project management, presentation, negotiation and persuasion skills.

  • Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes.





KSAs Analytical related positions:




  • Demonstrated analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities.

  • Demonstrated problem identification and problem resolution skills used to effectively determine and implement alternative solutions and bring issues to a positive resolution.

  • Demonstrated ability to apply assessment measurement and evaluation techniques to ensure processes, systems and applications meet business needs.

  • Demonstrated ability to solve complex of problem; gleans meaning from whatever date is available; is a quick study of the new and different; adds personal wisdom and experience to come to the best conclusion and solution, given the situation; used multiple problem-solving tools and techniques.





KSAs  Job Specific:




  • Solid knowledge of computer, telecommunication and network equipment.

  • Solid knowledge of computers and software applications including spreadsheet (Excel), word processing (Word), and e-mail applications.





Other position Considerations:




  • Travel may be required to attend work related meetings and training sessions.

  • May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations which are opened weekends and evenings.  All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.

  • Able to maintain a regular work schedule to meet the needs of the business.

  • Required to read and follow all company policies and procedures.

  • Support and model the company values.

  • 24/7 On-call rotating requirement.




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