UCaaS Support Manager

Technology Technical Consultancy
Business Process Outsourcing (BPO) IT Solutions English: Business Level

The Company


Our client owns and operates the largest independent Software Defined Platform in the world, delivering hybrid networking, managed security and cloud communication solutions to enterprises around the globe. Our platform leverages advanced technologies including software defined networking, network function virtualization, advanced machine learning, and big data analytics to drive the flexibility, visibility, and control that enterprise IT teams require. By simplifying complexity through automation, we design, deploy, modify and manage these essential solutions.

They began disrupting the enterprise IT ecosystem in 2001 with a series of innovative approaches to managed networking and we continue to be on the forefront of key drivers that help our customers simplify the complexity of IT, freeing them to strategically innovate in ways that transforms their business.

They are a company comprised of industry firsts: Our fully managed hybrid networking solutions deliver unparalleled flexibility, visibility, and real time service control. Our advanced managed security solutions use advanced machine learning and behavioral analytics to detect and thwart the most advanced persistent threats. And our cloud communication solutions provide a rich suite of applications that allows employees, customers and partners to collaborate in a seamless fashion.

Our client continues to grow rapidly through groundbreaking innovation, game-changing technologies and unmatched customer service. We are doing more than transforming IT. We’re forever changing what enterprises expect from their global service provider.



UCaaS Support Manager


Philippines Technical Operation Center; Mandaluyong City


Network Operations

Reporting To

Travis Rothell, Director of UCaaS Client Services

Job Status

Manager, exempt from overtime



  • The UCasS Support Manager is responsible for providing leadership and technical guidance to a team of UCaaS support analysts. Ensures NOC staff, manages the network in accordance with identified service level agreements (SLA), policies, and procedures.



  • Performs management & administrative duties to support staff including performance reviews, work schedules, PTO
  • Escalating issues as appropriate while working closely with external customers, providers, & internal customers to assure continued quality of service for end users
  • Ensures NOC staff manages the network in accordance with identified service level agreements (SLA), policies, and procedures
  • Review and refine support documentation, processes, procedures and associated system requirements
  • Responsible for all scheduling for weekdays, weekends, holidays, and overtime allocations as required
  • Develops and reports on metrics for the performance of the NOC



  • Directly supervises the UCaaS Tier I support team in the Manila office.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.



  • To perform the job successfully, an individual should demonstrate the following competencies:
    • Managing People
    • Improves processes, products and services.




  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Bachelor’s degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.



  • Language skills
    • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

  • Mathematical Skills
    • Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

  • Reasoning Ability
    • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

  • Computer Skills
    • To perform this job successfully, an individual should have knowledge of Spreadsheet software and Word Processing software.

  • Certificates, Licenses, Registrations



  • Basic Knowledge of SIP protocol, class 5 voice switches,  LAN/WAN technologies and topologies.
  • Fundamental understanding of TCP/IP and UDP.
  • Troubleshooting with various telecom circuits (T1, E1, DS3, OC3, Ethernet, etc.)
  • Excellent written and verbal communication skills.
  • Communicates clearly and in an understandable manor with a wide range of people such as peers, managers, customers, vendors, distributors and the general public.  Projects good customer relations skills in both face to face and telephone contact.
  • Demonstrated ability to effectively advise and counsel both managers and non-supervisory employees on sensitive work related issues.
  • Demonstrated analytical and problem-solving skills, and the ability to organize and prioritize several projects and tasks at one time.



  • Skilled team leader providing regular direct coaching and feedback to team
  • Ability to develop and report KPI’s
  • Strong work ethic
  • Strong customer service ethos
  • Highly motivated self-starter, able to work on initiative with minimum supervision and committed to self-improvement
  • Team player


Schedule/Hours worked: Hours worked will normally be between 9 PM and 6 AM local time, to mirror US hours.


Physical Demands: Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The

employee is occasionally required to stand; walk and use hands to finger, handle, or feel. The employee

must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include

close vision.


Work Environment: Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The noise level in the work environment is usually moderate.


Limitations and Disclaimer: Limitations and Disclaimer The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.


This job description in no way states or implies that these are the only duties to be performed by the

employee in this position. Employees will be required to follow any other job-related instructions and to

perform other job-related duties requested by their supervisor in compliance with Federal and State laws.


Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this

job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.

Continued employment remains on an "at-will" basis.


/ged: 9.19.2017