IT Analyst, Engineering, Unified Communications, Chennai, India

Organization: The World Bank

Country: India

City: Chennai, India

Office: World Bank in Chennai, India

Closing date: Friday, 5 February 2021

IT Analyst, Engineering, Unified Communications

Job #: req10547

Organization: World Bank

Sector: Information Technology

Grade: GE

Term Duration: 3 years 0 months

Recruitment Type: Local Recruitment

Location: Chennai,India

Required Language(s): English

Preferred Language(s): English

Closing Date: 2/5/2021 (MM/DD/YYYY) at 11:59pm UTC


WBG Context Established in 1944, the WBG is one of the world’s largest sources of funding and knowledge for development solutions. In fiscal year 2018, the WBG committed $67 billion in loans, grants, equity investments and guarantees to its members and private businesses, of which $24 billion was concessional finance to its poorest members. It is governed by 188-member countries and delivers services out of 120 offices with nearly 15,000 staff located globally. The WBG consists of five specialized institutions: the International Bank for Reconstruction and Development (IBRD), the International Development Association (IDA), the International Finance Corporation (IFC), the Multilateral Investment Guarantee Agency (MIGA), and the International Centre for the Settlement of Investment Disputes (ICSID). The World Bank is organized into six client-facing Regional Vice-Presidencies, several corporate functions and thirteen Global Practices to bring best-in-class knowledge and solutions to regional and country clients. ITS Vice Presidency Context Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty by 2030 and boosting shared prosperity in a sustainable manner by delivering transformative information and technologies to its staff working in over 130 client countries. ITS services range from establishing the infrastructure to reach and connect staff and development stakeholders; providing the devices and agile technology and information applications to facilitate the science of delivery through decentralized services; creating and maintaining tools to integrate information across the World Bank Group, the clients we serve and the countries where we operate; and delivering the computing power staff need to analyze development challenges and identify solutions. The ITS business model combines dedicated business solutions centers that provide services tailored to specific World Bank Group business needs and shared services that provide infrastructure, applications and platforms for the entire Group. ITS is one of three VPUs that have been brought together as the World Bank Group Integrated Services (WBGIS), to provide enhanced corporate core services and enable the institution to operate as one strategic and coordinated entity. ITSGC Department Context The Global Telecoms & Client Services (ITSGC) department within ITS provides global communications and client services, products and support for all member organizations across the World Bank Group. Services provided by ITSGC include: global network, unified communications (Telephony and Video-conferencing), end-user device and mobility service provisioning, IT support (Helpdesk, front-line IT support and IT training), rapid application delivery services for the entire World Bank Group, as well as coordination and implementation of all infrastructure projects facing World Bank Group country offices. Duties & Accountabilities: Working as a member of the ITSCU team, this position will support the current Unified Communications and Video Collaboration infrastructure that has been deployed for IP telephony, video, and collaboration services. Duties include implementation, maintenance and support of ITSCU’s CISCO based voice and video services including CUCM, Voice gateways, IP phones, Jabber Client, and Webex. The selected candidate will ensure that incidents are managed effectively through the execution of the established incident management process, with a focus on ticket management quality, and effective escalation and communications. The selected candidate will function as a resource to support current infrastructure and assist with daily operations tasks and initiatives of varying sizes as assigned by the senior staff or Manager of ITSCU. This position will be participating in an on-call rotation and may be called upon to work off-hours to support customer escalations. Some shift work, weekend maintenance and standby support will be required. Essential Job Functions:

Under the guidance of the ITSCU leadership, the UC Engineer is responsible to provide technical assistance in the CISCO Call Manager environment for which ITSCU is responsible. Maintain, Support and Troubleshoot existing CUCM infrastructure including CME, CMBE, Cisco Voice gateways, Cisco IP phones, Jabber and Webex. Support troubleshooting all the technical and quality related issues for VOIP systems. The engineer must simultaneously maintain communication with the escalation teams and the end-users to ensure they remain updated on any issues Provide converged voice and video network infrastructure Tier II technical support to internal support team and end users. Escalate to Tier III and Team Lead as necessary. Proactively identify problems, monitor performance and act on system alarms and monitoring alerts. Execute equipment repairs, preventive maintenance, and routing changes with minimal end user disruption per the guidelines of the Change Control Process. Input and manage tickets through Incident and Change management system - ServiceNow. Perform advanced problem analysis, issue trending, and outage management Engineer must ensure their knowledge base is current and accurate, and all technical issues must be tracked and documented in a detailed format. Assist with migration of PSTN connections from T1/E1-PRI to SIP Trunking. Support peripheral services such as Fax over IP, IP Paging and call recording systems integrated with CUCM.

Selection Criteria

Educational Qualifications and Experience:

Bachelor’s Degree in a related technical discipline or equivalent work experience in the telecommunications field. These requirements may be met through formal course work or equivalent level of experience. Qualified candidate will have 4-8 years of broadly based, progressive experience in a large telephony environment. Cisco CCNA Collaboration is required, Cisco CCNP Collaboration is preferred Hands-on experience in CISCO CUCM technology with working knowledge of network technologies including CISCO IOS, switching, routing, load balancing, QOS/COS and firewalls. Experience in implementing secure measures within IP telephony and Video architectures (e.g. e.g. SIP TLS, SRTP, and Vulnerability Assessments for VOIP and Video hardware) Unified Contact Center Enterprise Operations support experience. Experience in VOIP technologies including WebEx Teams, servers, networking, TCP/IP, VoIP protocols, PSTN provisioning and SIP integration. Experience in ticketing tool such as ServiceNow is required. In-depth understanding of Media Resources (Conference Bridges, Transcoding, MTP) and protocol-interworking. Required Skills/Abilities: Comprehensive knowledge of the fundamental concepts used in traditional IP Telephony and Video Conferencing systems administration and support and relevant hardware and software applications. Ability to build and sustain collaborative relationships with executive management and multiple constituencies. Strong analytical, organizational, and communication skills. Ability to work independently and as part of a team Ability to solve problems using creative solutions. Ability to organize and prioritize workload and remain flexible in an environment of constantly changing priorities. Ability to deal sensitively in multicultural environments, and build effective working relations with clients and colleagues, both within and outside the organization

Poverty has no borders, neither does excellence. We succeed because of our differences and we continuously search for qualified individuals with diverse backgrounds from around the globe.