Telecoms Analyst
The All England Lawn Tennis Club, the home of the Wimbledon Championships, needs to recruit a Telecoms Analyst to work in the IT team.
The Telecoms Analyst is responsible for supporting all aspects of year round telephony on site, including the current Alcatel-Lucent solution, analogue circuits, pay phones, mobile networks and radio solutions. The job also includes responsibilities relating to Championships services and the management of telecoms projects.
Relevant technical knowledge and recent practical experience are essential.
The All England Lawn Tennis Club (Championships) Limited is an equal opportunities employer and welcomes applicants from all sections of the community. Appointments are made on merit.
Job description
Title: IT Telecoms Analyst
Reports to: IT Operations Manager
Responsible for: The Telecoms Analyst is responsible for supporting all aspects of AELTC and Club year round telephony, including the current Alcatel-Lucent solution, analogue circuits, pay phones, mobile networks and radio solutions.
Management of the process to collect, deploy and support Championships services, including telecoms, internet and IPTV orders
Coordination and management of all telecoms projects
Specific Area/Duties
Year round support:
Manage the existing phone system configuration, establishing processes for joiners, leavers, movers and other changes
Work with AELTC’s year round contractors to understand and support their telephony needs (e.g. G4S, LSS)
Undertake phone installations across the main site, and provide proactive telephony support, maintaining details in the LANDesk tool
Manage mobile phone deployment and support, providing input to contract negotiations
Document and improve billing processes across the telephony estate, identifying and removing redundant services
Build strong relationships with 3rd party providers, including BT, Amillan, Cloud XL and MAC Systems; make suggestions to rationalise our external dependencies as appropriate, and setup appropriate contractual arrangements
Assist the Operations Manager with the development, preparation and publishing of policies and procedures and other relevant documentation relating to telephony
Develop and implement a training programme designed to help staff get the most out of their telephony environment
Undertake periodic testing and improvement of the business continuity processes for telephony; evaluate and implement Championships remote call centre support as part of continuity planning
Championships processes:
Take responsibility for managing the overall Championships telecoms and internet ordering process, picking up from MAC Systems who have operated the process for several years
Work with the Service Delivery Manager to agree the Championships ordering form and pricing policy
Liaise with stakeholders in the Broadcast Centre and Commercial departments to identify potential customers
Issue forms and chase customers to identify and clarify requirements by specific dates
Coordinate requirements, arrange billing and collection and liaise with customers throughout the process to ensure that their expectations are met
Liaise with IT and 3rd parties to arrange appropriate resources to fulfil orders for IT services for Press, Photographers, Broadcasters, Media and Hospitality customers/suppliers
Provide effective support for all stakeholders during The Championships, to capture and resolve any telephony issues and queries. This may involve working with the Service Delivery Manager to setup and manage a local telecoms helpdesk, dedicated to Championships telecoms support. Provide regular status updates to IT management
Note – during the lead up to, and during The Championships themselves, some very long working hours (including weekends) may be required
Specific Projects:
Make proposals to improve and rationalise the telephony environment, building business cases and engaging stakeholders to confirm requirements
Estimate and plan the effort required for each new initiative, as agreed with the Operations Manager
Project Manage agreed telephony projects ensuring defined project timescales and budgets are met. Identify and manage issues relating to requirements definition and project scope
Ensure that project work adheres to the Change Management process for the implementation of changes. Provide subject matter expertise for review and approval of changes as appropriate
Coordinate the implementation of training plans prior to go live
Internal communications:
Build strong working relationships with the Service Delivery and Development teams within the IT department. Participate in service reviews as required
Maintain suitable communications with all AELTC and Club stakeholders throughout the year
Provide regular reports on telecoms status
External Liaison:
Liaise with external sub-contractors, when necessary, in order to develop and support the AELTC’s telephony environment
General:
Maintain a professional approach to AELTC staff and external suppliers
Keep up-to-date with industry developments which are applicable to supporting the development of the AELTC’s telephony systems. Where relevant, attend suitable courses and seminars to maintain an acceptable level of knowledge
Suggest improvements and enhancements to IT department working practices and procedures and encourage appropriate use of technology in other departments
In conjunction with other members of the IT Department, be flexible in the performance of the duties outlined above, so that the appropriate level of support is provided at all times
On occasions, perform additional duties as agreed with the Operations Manager
IT telecoms analyst – Skills / experience profile
The successful candidate must have:
1. At least 5 years’ experience of large, complex, data intensive environments in telecoms systems infrastructure
2. A very strong understanding of current telecoms industry and best practices
3. Practical experience working with global Telcos and ISPs
4. Examples of working on the implementation and management of Unified Communications solutions
5. Detailed knowledge of Alcatel technology (mandatory)
6. Certified to ITIL Practitioner level in at least one service discipline
7. Experience of liaising and negotiating with 3rd party suppliers, e.g. BT, Openreach
8. Good planning/project management experience, backed up by formal training
9. Strong inter-personal skills, including the ability to listen and to express themselves in the most appropriate way to a variety of audiences
10. Demonstrable experience of managing their own workload and time to deliver consistently high quality results
11. The ability to work under pressure and resolve issues quickly
12. Good attention to detail
13. Previous experience operating in a service environment
How to apply
To apply, send your cv/application form and covering letter, including your current salary details, to: Kate Lynam, Personnel Department, The All England Lawn Tennis Club (Championships) Limited, Church Road, London SW19 5AE. Applications to be received by 31 January 2013.
