This is a LAN & Telephony Team Leader Operations position within the Emerson Service, Delivery and Operations Organization.The incumbent will have regional ownership of the operational capability of LAN & Telephony services as defined by Emerson IT.They will be responsible to deliver agreed level of LAN & Telephony services to internal customers, users, and to manage associated applications, technology and infrastructure supporting delivery of these services in an ITIL encouraged environment.This Team Leader of LAN & Telephony Operations will manage teams located in-region and by exception, other World Area(s) during Vision 2020 onboarding.Emerson IT Services span a variety of businesses, sites, and user base count, going from small sales offices to large manufacturing and engineering facilities, serving 60,000+ users on a 24/6 basis.In this Role, Your Responsibilities Will Be: General: The LAN & Telephony Operations Team Leader will assume technical responsibility for the operational support of all LAN & Telephony services within their region.Supervise and coordinate direct reports in region including performance management and operational activity.Help the business optimize the infrastructure, by using standards, agreements, and technologies whenever possible.Lead, motivate and mentor the teams; set and review objectives; coordinate regular performance and improvement meetings with the LAN & Telephony Manager, service owner, and other parties.Ensure accurate routing of LAN & Telephony Services related IT Service Desk tickets.Participate or lead formal Service Review initiatives in cooperation with Service Owner, Design Team, Transition Team, Provisioning Team, Service Delivery Team, and others, following-up on resulting Action Plans.Follow and carry out Emerson policies and rules regarding relevant IT management, security, standards, and procedures, liaise with other teams when required.Duties are performed under minimal direction for working hours and partially staffed team initially, requiring good priority management and ability to work under stress.Lead the recruitment process of new team members in region.Lead or contribute to the salary review process for the team in concerned region(s) Participate to annual org review for the LAN & Telephony Operations team.Operations Manage LAN & Telephony related events, incidents, requests, changes, and problems in an appropriate and effective manner.Follow Major Incidents / Disaster Recovery procedures when required interacting with Emerson Operations Center Creation and implementation of improvement plans when an SLA breach occurs.Ensure the environment is supervised appropriately; support a "follow the sun" methodology by frequent meetings with counterparts, sometimes requiring out of hours meetings.Operate secure and dependable LAN & Telephony Services (including the interaction with WAN, Wireless, LAN access control, Engineering LANs, Customer call center software, others) Work with Emerson's security teams on relevant IT security aspects, including antivirus, data protection, access permissions, and any future requirement.Work with the IT Asset Management team to ensure a legitimate software environment on switches, Telephony gateways and central environments, including but not limiting to appropriately licensed & supported IOS versions.Produce and maintain up-to-date LAN & Telephony operating procedures and documentation.Using set of existing or future tools, provide required reports related to LAN & Telephony Services, Software, Security, and others to IT Community (IT Asset Management, Service Delivery, Group Information Security Officer, others as the need arises).Planning and Administration: Contribute to the annual IT budget preparation by identifying and proposing training, travel, and other budget-impacting needs Participate to costing model definition, assist management of related hardware and software lifecycle and contracts in liaison with IT Asset Management team.Who You Are: You establish and maintain effective customer relationships.You provide timely and helpful information to individuals across the organization.You establish common objectives and a shared mindset For This Role, You Will Need: Minimum 6 years' experience in IT with significant experience leading an operations team.ITIL or equivalent awareness or certification Language knowledge: fluent in business English Process improvement skills Deep technical awareness or expertise of LAN & IP Telephony services.Previous large scale operational experience in such environments is considered a must.Willing to travel occasionally.Knowledge of current trends in the specific field Flexible approach towards working hours.Strong analytical capabilities, "big picture" approach and good problem-solving skills Ability to navigate the ambiguity inherent to a large-scale IT organization, including handling overlaps and possible conflicts.The incumbent should have good change motivation skills and be able to defuse tense situations with minimal direction Preferred Qualifications that Set You Apart: Education to degree level or equivalent, but experience may be considered in lieu of formal education.Cisco CCNA or equivalent networking certification is preferred.Any other languages are considered an advantage.Our Offer To You: We offer a competitive benefits package to recognize and support our employees such as private health insurance with dependent coverage, life insurance, flexible work opportunities, wellness center, door-to-door transportation, Asociacion Solidarista, Employee Resource Groups (ERGs) and career growth focus and many more.Commitment with Diversity and Equal Opportunity Emerson is committed to its core values and believes in respecting DE&I.We do not discriminate and welcome all qualified candidates to apply and become part of our family, no matter the gender identity, race, sexual orientation, disability, age, religion and/or nationality.At Emerson, we have seven Employee Resource Groups that demonstrate our commitment with DE&I.Through continuous development of activities, programs, and social awareness.Our communities are: Black Employee Alliance Diverse Abilities HOPE LGTBIQ + Allies CR Costa Rica SOMOS Mosaic Women's Impact Network At Emerson, we are passionate about what we do.Our technology and engineering expertise has enabled us to be at the forefront of innovation for over a century.Our commitment to excellence and cutting-edge technologies has positioned us as a leader in the world of automation solutions and engineering.We believe that our success lies in the strength of our people; what sets Emerson apart is our unwavering dedication to fostering an inclusive and diverse environment.We firmly believe that diversity fuels creativity and innovation, allowing us to tackle sophisticated challenges with new perspectives.We embrace individuals from all walks of life, valuing their unique backgrounds, experiences, and ideas.When you join our team, you become part of a rich tapestry of talent that propels us forward.We not only care about our people professionally but also personally.At Emerson, we understand the importance of work-life balance and strive to create an environment where individuals can grow both personally and professionally.We offer a range of development opportunities, mentorship programs, and support networks to ensure that our employees thrive in their careers and find fulfillment beyond the workplace.Tomorrow Reimagined:
