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Video Delivery Operations Administrator

Job Location: IL - Chicago

Regional Description: Midwest

Job Number: 00614706

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- Job description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

 

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

 

IT Operations professionals support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.

 

Job Description

A professional at this position level within Accenture has the following responsibilities:
Analyzes and solves problems that are lower complexity and may be routine in nature, requiring varied responses depending on the situation.
Interacts with peers within Accenture before updating supervisors. Likely has some interactions with non-management levels at the client and/or within Accenture.
Receives minimal instruction on daily work tasks and a moderate level of instruction on new assignments.
Decisions impact own work and may impact the work of others.
Individual contributor and/or oversees a small work effort and/or team.

 

Accenture's Video Delivery Team is a dedicated group of Accenture professionals that focus on the videoconferencing infrastructure and endpoints. The team provides high-quality, consistent and seamless support of the end-to-end videoconferencing service including: configuration, implementation, and troubleshooting of infrastructure as well as planning for videoconference meetings involving users from all levels up through senior management and clients.
 
Job Summary: 
A Video Delivery Operations Administrator is responsible for operational and technical support activities associated with the global video delivery infrastructure. Areas of support include troubleshooting of Cisco Telepresence devices, Cisco videoconference devices, and videoconferencing infrastructure such as gatekeepers, call managers and multipoint bridging units. 
 
This Video Delivery Operations Administrator role has responsibility for resolving the day-to-day issues escalated from other support tiers. Resolution of these issues will often involve a combination of troubleshooting videoconference units, general network infrastructure configuration, and servers and bridging devices forming the videoconferencing control infrastructure.
 
The role will assist in the planning of complex meetings and determination of appropriate system configurations for unique meeting requirements. The administrator may monitor the operation and quality of complex and high visibility meetings.   In addition, implementation of system upgrades and configuration of new capabilities will be performed as required by program leadership.
 
On-call responsibilities after hours (12 x 5) and occasional weekends may be required on a rotational basis to support various incidents or changes.  Due to the global nature of the infrastructure and the distributed nature of the administration team work hours may vary depending on the incidents in progress, system changes planned and meetings being held.
 
Key Responsibilities: 
  • Perform operational troubleshooting activities for Telepresence and videoconferencing room systems and infrastructure components
  • Perform troubleshooting of meeting connection and quality issues during live Telepresence and videoconference meetings
  • Perform testing for installation of new Telepresence and videoconference installations
  • Monitor complex and high visibility meetings
  • Assist with testing of new code releases and post-upgrade testing
  • Perform routine administration of Exchange mailboxes associated with Telepresence and videoconference rooms
  • Assist in implementation of new video collaboration capabilities and offerings
  • Execute scheduled operational processes
  • Assist in maintenance contract tracking processes
  • Respond to support requests received via trouble ticketing system, E-Mail, or SMS alert during normal and assigned on-call shifts
  • Implement changes, perform maintenance, and resolve incidents out of business hours as necessary
  • Open vendor tickets with appropriate and detailed problem descriptions and supporting info
  • Coordinate and work collaboratively with other support tiers to resolve operational incidents
  • Provide data for operational performance and capacity reports for videoconferencing infrastructure utilization
  • Create and maintain current system environment documentation
 
Basic Qualifications:
               
  • Minimum of 1 year of experience with required technical skills in Cisco videoconferencing infrastructure support. Cisco router/switch administration knowledge is desirable.
 
Knowledge and Skill Requirements:
 
  • Work with products in unified communications technologies such as: media gateways, gatekeepers, Telepresence devices, multipoint bridging units, call managers, videoconferencing endpoints and videoconferencing servers
  • Understanding of network troubleshooting tools and methods
  • Good analytical, troubleshooting and problem-solving skills
  • Solid verbal and written English communication skills
  • Ability to understand and work with a culturally diverse team across various geographies
  • Detailed-oriented, enthusiastic, self-starter with ability to work both independently and in a team environment
  • Ability to handle multiple tasks simultaneously and interact with key executives and customers
  • Experience developing technical documentation
  • Ability to closely adhere to operational processes and technical standards defined by engineering team or video delivery leadership
  • Ability to complete assigned, recurring tasks with limited supervision
 
Desired Skills
  • Cisco or Polycom system certification
  • Experience with Cisco Telepresence system models CTS-3000/CTS1300/CTS500
  • Experience with Cisco MXP, EX or C series videoconference systems or Polycom HDX systems
  • Experience administering Cisco MXP, EX, SX, Profile or C series videoconference systems, Cisco Telepresence system models including CTS-3000/CTS1300/CTS500
  • Experience with Remedy or related ITSM ticketing system
  • Experience with intercompany video conferencing meeting setup and troubleshooting

 

Professional Skill Requirements

Proven success in contributing to a team-oriented environment Proven ability to work creatively and analytically in a problem-solving environment Desire to work in an information systems environment Excellent leadership, communication (written and oral) and interpersonal skills

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

 
 

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