Cloud Architect Section Head

Job Details

Job Title:

Cloud Architect Section Head

Section:

Cloud Architect

Functional Level:

Mid-Management

Department:

IT & Cloud

Sector

IT & Cloud

Reporting Lines

Reporting Lines:

Reports directly to:

Cloud Architect Manager

Job Purpose

Manage the main responsibilities of the IT Architect functions.

Job Responsibilities

Job specific responsibilities:

• Identify areas of development for each team member and work with each to define and execute a tailored learning plan. Foster an atmosphere of continuous learning and improvement.
• Monitor the development activities for your team members toward their industry and solution learning goals.
• Maintain a high-level knowledge of company's solution suite in the specialization area of responsibility.
• Understand the key competitors and insure their team members understand and leverage company's unique value wedges in every customer interaction.
• Act as the single point of contact and escalation for all presales related activities
• Manage the presales activates within time and quality committed
• Ensure customer understands their responsibility in offers
• Initiate and maintain all support documentation associated with the presales
• Identify processes, procedures, and best practices in aligned to ITIL based practices.
• Assist in developing policies and procedures

.

Managerial responsibilities:

• Manage and set priorities for all projects and tasks.
• Provide daily supervision and guidance to the communication group.
• Coach, support, and advise subordinates regularly, furthermore, appraise their performance.

KPIs (Key Performance Indicators)

• Commitment to SLAs / OLAs 20%
• Reporting 5%
• Incidents/Problems Mean Time to Repair (MTTR) 25%
• Unplanned outage/unavailability due to changes 20%
• Percentage of unauthorized implemented changes 5%
• Percentage of changes that cause incidents 10%
• Team member’s satisfaction 5%
• Team members’ performance 10%

Competency Model

Core Competencies

Level

• Working Strategically
• Customer Orientation
• Critical Thinking
• Agility
• Innovation
• Leadership

3

3

3

3

3

2

Technical competency level

Technical Competencies

Level

• Customer experience
• Project Management
• Problem Solving
• Decision Making

A

A

A

I

Specifications: Qualifications, Experience, skills

Specifications (Qualifications, Experience and Skills):

Education

Specialization:/

• Bachelor's degree in communication / computer engineering.
• ITIL Expert
• MBA is a plus
• Experience in Cloud provider or Cisco Partner are a plus.
• Experience in UCCX is a must.
• CCIE Collaboration - UCCX scripting - ITIL Foundational are a must
• Technical knowledge for Cisco collaboration solutions including (Collaboration End Points, Call Manager, Unity, IP Fax Solution, Video Solution, Jabber IM& presence, Express Way (MRA & Jabber Guest), WebEx, Prime Management, Voice Gateways and PRIs
• Technical knowledge for Cisco Contact center solutions including different channels (IVR and scripting, Email, Social Minor (Live Chat, Social Media), Fax, Video with remote support) and quality tools (CUIC, AQM, Voice and Screen recording, WFM)

Experience

• Minimum 9 years of experience in a similar field.

Conditions of Employment

• Days Off: 2 Days/Week
• PPEs / Health, Safety, and Environment requirements: No
• Working Environment: 98% standard office work & 2% out of office.
• Working Hours : From 9:00 AM till 5 PM.