Telecom Operations III

The IT Telecom Operations III professional is responsible for managing and supporting all aspects of VCA’s telecommunications infrastructure. This includes effective communication with hospital and corporate staff, as well as vendors, to diagnose and resolve telecommunication issues using remote troubleshooting methods. The role involves fulfilling MAC (Moves, Adds, Changes) orders, integrating newly acquired hospitals into VCA’s telecom standards, coordinating service upgrades, and minimizing business disruption during changes.

The ideal candidate will possess strong communication and analytical skills to address issues related to MPLS, PRI, VoIP, SIP, and analog services. They will identify and prioritize outages or service-impacting events, ensuring high system availability across hospitals and data centers. Proactive monitoring, vendor coordination, and detailed documentation are key to ensuring timely issue resolution and maintaining operational excellence.

Key Areas of Responsibility:

• Expertise in Telecommunications: Strong understanding and application of voice/data communication principles, including enterprise VoIP, SIP, UC technologies, and traditional telephony within a distributed environment.

• IP-based Telecom Leadership: Proven experience managing and supporting IP-based telecommunications systems across enterprise environments.

• Incident and Problem Management: Ability to define and implement best practices for incident prioritization, problem resolution, and change/release management within a data center environment.

• Strong Communication Skills: Excellent written and verbal communication skills to interact with internal IT teams, business units, and vendors at all technical levels (Tier I–III)

• Collaborative Operations: Experience working closely with IT management to develop standards, service levels, and operational procedures.

• Technical Dispatch Coordination: Ability to validate and document core issues prior to technical dispatch, ensuring adherence to proper dispatch protocols and coordination with hospital staff.

• Operational Awareness: Skill in validating hospital operating hours and coordinating service efforts with minimal disruption.

• Hardware Diagnostics: Proficiency in applying diagnostic strategies to identify and isolate hardware-related telecom issues using methodical analysis.

• Organizational Skills: Strong documentation abilities and experience organizing historical records to enhance departmental efficiency and knowledge retention.

ADDITIONAL REQUIREMENTS:

Telecom group – will apply telecom efficiencies across VCA hospitals, including reducing phone line costs and right-sizing telecom services based on each hospital’s size and operational needs. The candidate will work closely with hospital staff to facilitate communication with carriers and/or CPE vendors for new service orders and resolution of telecommunication incidents. Responsibilities also include troubleshooting and resolving issues related to phones, LAN/WAN hardware, and legacy telecommunication systems. The position requires strong skills in vendor and carrier management, ensuring timely and effective support while maintaining service continuity.

Telecom Areas of Responsibilities:

• Candidate should have working knowledge of key Data systems/networks, including but not limited to:

• Ability to use monitoring tool to effectively assist with management reporting and understand how to manage/diagnose service outages and/or service impacting events

• Utilize standard monitoring/alert tools to ID system health issues

• Experienced with disaster recovery implementation and testing

• Knowledge of TCP/IP as it relates to packet capture for VoIP analysis

• Coordinate the dispatch of technicians to replace hardware.

• Assist with writing and testing of IT Telecom Operations procedures and/or procedure enhancements

• If/when necessary, apply system/hardware patches and Firmware updates following IT best practices.

• Working understanding of remote access (RDP) to diagnose issues

• Working knowledge of Windows OS/AD for both server/workstation

• Linux knowledge a plus

Education/Experience:

High School Diploma / Bachelors Degree Preferred

Minimum 10 years of experience in telecommunications or a related IT field.

• Experience working in an IT Operations NOC (Network Operations Center).

• Previous roles in 2nd or 3rd level Service Desk support environments.

• Prior experience working within a telecommunications carrier or vendor in a technical support or operations capacity.

Certifications (preferred but not mandatory if experience is equivalent):

• Relevant IT VoIP certifications (e.g., Cisco CCNA/Collaboration, Avaya, CompTIA Network+/Voice, SIP certifications).

• IT Operations Background

Working Conditions:

• IT Telecom Operations personnel participate in a rolling on call schedule, including one full week of 24x7 emergency response schedule – during this shift, the on call tech is responsible to respond to emergency calls within 30 minutes. Regular 8 hour shifts span Mon-Fri. 8 AM to 5 PM with a one hour lunch.

• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 40 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.

Additional Information: Compensation is negotiable based on education, experience, and other relevant credentials. The US base salary range for this full-time position is $85,500 - $103,000. Our salary ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only.

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