Delivery Analyst, Unified Communications

MANTECH seeks a career and customer orientedDelivery Analyst, Unified Communications to join their team in Camp Springs MD. This is a hybrid position.

This role will serve as the Tier III remediation specialist for network-related issues impacting Unified Communications (UC) services across a federal enterprise. This position is crucial for ensuring quality service delivery by collaborating with various internal and external teams, and the federal agency's network engineering and operations. The Delivery Analyst will provide real-time guidance to the Multimedia Operations team and field technicians, focusing on continuous operational monitoring and leading troubleshooting efforts for network-related UC challenges.

Key Responsibilities:

• Work collaboratively with various teams to ensure quality delivery of Unified Communication services to customers.
• Provide real-time guidance to the Multimedia Operations team and field technicians on network infrastructure issues.
• Perform continual operational monitoring of service delivery.
• Utilize critical thinking to evaluate service challenges and formulate strategies for UC.
• Create, update, and review all technical documentation, including build guides, logical and physical topology drawings for accuracy.
• Respond to critical/high-profile UC referred issues and tickets within 30 minutes, and other issues within 1 hour.
• Assist UC Systems Administrators and Subject Matter Experts in real-time to enhance customer response and issue resolution.

Required Qualifications:

• 7+ years of experience working within the IT field with a strong focus on UC support systems and inherent delivery & operational mechanisms.
• Skillset equivalence to Cisco CCNP Routing and Switching certification.
• Good working knowledge of Netflow analysis, packet analysis, cloud and hybrid cloud technologies, Instant Messaging, switching, routing, firewall, WAN balancers, traffic optimization, Quality of Service (QoS), Voice and Video transmission metrics, streaming technology, and UC applications (including WebEx, Avaya Communicator, Skype/Teams) and associated UC protocols.
• Ability to use and interpret access control lists and Netflow collections from federal agency tools.
• Ability to create, maintain, and make recommended changes to test plans and troubleshooting processes.

Preferred Qualifications:

• Additional unified communications and IT certifications
  
  • CTS Certification
  • CTS-D Certification
  • CTS-I Certification
  • CCNA / CCNP

Clearance Requirement:

• Must be able to obtain a Public Trust clearance with a USCIS background investigation.

Physical Requirements:

• Must be able to remain in a stationary position 50%
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.