ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.
With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.
Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.
The Role:
We are seeking an experienced and skilled IT Manager to oversee the design, implementation, and maintenance of ICON’s unified communications (UC) systems. The successful candidate will manage a team of globally dispersed technical professionals responsible for the configuration, deployment, and support of our voice, video, conferencing and contact centre infrastructure.
The Unified Communications (UC) Manager must be customer-focused and service-oriented providing the highest quality service that ensures the effective operation and continuous improvement of ICON’s UC systems to meet the needs of our internal and external customers.
This position is required to be part of the 24*7*365 Team On-Call rotation
Job functions and responsibilties
There are three key functions to the IT Manager Role
Business As Usual (BAU) Operations
- Manage a team of IT professionals responsible for ICON’s UC environment including voice, video, conferencing and contact centre infrastructure
- You and your team will monitor, maintain and support ICON’s enterprise UC Voice services such as instant messaging / chat, presence, voice (PSTN / IP), mobility features (e.g. extension mobility and single number reach), audio bridging.
- You and your team will monitor, maintain and support ICON’s enterprise UC Video services such as telepresence, video conferencing rooms (Cisco and Microsoft), audio/visual (A/V) solutions.
- You and your team will monitor, maintain and support ICON’s enterprise Contact Centre such as call recording, call queues/flows, contact centre desktop agent, supervisor etc.
- Responsible for after-hours and disaster recovery support.
- Manages key systems recovery and maintenance during outages, major issues, and day-to-day needs. This position is required to be part of the 24*7*365 Team On-Call rotation.
- Provide technical consulting and hands on assistance as required during critical situations when
issues arise - Acts as an escalation point for staff and serious environment problems.
- Provide technical support to end-users, troubleshooting issues related to unified communications systems.
- Ensure that unified communications systems meet security and compliance requirements.
- Monitor and maintain the performance of unified communications systems, ensuring high availability and reliability.
- Responsible for co-ordinating DR testing
- Attend the Change Advisory Board (CAB) meetings and problem management meetings to gain an
awareness of changes to the infrastructure within the global computing environment and to
ensure appropriate actions are taken. - Perform analysis of IT processes to identify deficiencies impacting IT efficiency and effectiveness
- Develop and maintain documentation related to unified communications systems, including policies, procedures, and user manuals.
- Provide input into the development of relevant SOP/WP/BP
- Represent IT in sponsor audits
- Delivers high quality standards and strives for excellence; acts in a proactive, flexible and responsive manner to customer needs.
- Develop and maintain relationships with vendors and service providers, ensuring that service level agreements are met.
- Manage the unified communications budget, tracking expenses and ensuring that costs are within the approved budget.
- Manage and negotiate contract renewals with service providers, vendors and implementation partners.
Strategic
- Develop and maintain a unified communications strategy that aligns with the organization's goals and objectives.
- Keep up-to-date with emerging trends and technologies related to unified communications, and evaluate their potential for the organization.
- Design and implement unified communications solutions that support collaboration and communication across the organization.
- Responsible for planning and deploying new system implementations and/or upgrades
- Co-ordinates Infrastructure schedules, plans, timelines and resource assignments
People Leader
- Recognize, exemplify and adhere to ICON's values which centers around our commitment to People, Clients and Performance.
- Recognise the importance of and create a culture of process improvement with a focus on streamlining processes, adding value to our business and meeting out customer needs
- Build strong and effective teams, valuing different contributions; works with and
through others, involving people in issues that affect them. - Energize & develop others by creating an environment that motivates people; Identifies
development opportunities for self and others; Acts as a coach and mentor and shares
expertise. - Build and establish a wide variety of good relationships internally and externally.
- Operate independently with a willingness to make decisions with credibility and make a professional and positive impression on others
- Monitor progress and holds self and others accountable
- Robust Thinking, identifying the key elements of a situation and any gaps and inconsistencies
in data. Makes rational judgements from available information and analysis - Travel (approximately 5%) domestic and/or international
To be successful in the role, you will have:
- Bachelor's degree in Computer Science, Information Systems, or related field. Master's degree preferred.
- At least 5 years of experience in managing unified communications systems.
- Experience with Cisco UC platforms such as Cisco Call Manager, Expressway, UCCx and PCCE
- Experience with Genesys PureCloud Contact Centre
- Experience with Unified Communications as a Service (UCaaS) platforms such as Cisco Webex, Zoom, or Microsoft Teams.
- Familiarity with voice over IP (VoIP) protocols and technologies.
- Strong understanding of networking and security principles, including firewalls, VPNs, and network protocols.
- Excellent communication skills, both verbal and written.
- Strong analytical and problem-solving skills.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Experience managing teams and budgets.
Benefits of Working in ICON:
Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.
At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.
ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.
#LI-DK1
