At a Glance
- Tasks: Manage and improve telephony applications, ensuring seamless communication and service delivery.
- Company: Join JLA, a leader in mission-critical infrastructure solutions with a dynamic team.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Full UK driving licence needed; thrive in a fast-paced, collaborative atmosphere.
- Why this job: Be the key player in enhancing communication systems that impact real-world services.
- Qualifications: Experience in managing telephony applications and strong problem-solving skills required.
The predicted salary is between 40000 - 50000 € per year.
JLA is a mission critical infrastructure solutions business offering services in Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning. The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, along with additional products and services.
As Telephony Application Manager, you will be responsible for the day-to-day ownership, running and improvement of JLA's telephony applications and supporting services. You will act as the key point of contact between IT, third-party suppliers and operational teams. Your responsibilities include:
- Managing incidents and problems through to resolution.
- Overseeing configuration and change management.
- Driving upgrades and enhancements aligned to service needs.
- Owning the operational management of JLA's telephony applications and supporting services.
- Managing configuration for telephony services, ensuring controls and auditability are maintained.
- Responsible for user account management, call flow creation and configuration, and system administration.
- Leading problem management for recurring faults, performing root cause analysis and implementing preventative measures.
- Managing change and release activity for telephony applications, including risk/impact assessment, scheduling, testing, and post-implementation validation.
- Defining and maintaining monitoring, alerting and operational dashboards.
- Maintaining accurate documentation (service guides, runbooks, support processes and knowledge articles) and supporting ongoing training for IT and operational users.
- Acting as the interface between the business and telephony third parties for issue resolution, roadmap updates and account/product reviews.
- Diagnosing and coordinating resolution of application/service issues using logs, monitoring and structured troubleshooting.
Knowledge and experience required:
- Knowledge of contact centre platform integrations (e.g. CRM integrations).
- Knowledge of IT service management practices (incident, problem, change and release management).
- Knowledge of contact centre workforce management, reporting tooling and outbound diallers.
- Experience supporting and/or managing business-critical telephony applications or unified communications platforms in a production environment, including user configuration, call flow design and IVR/dialler configuration.
- Experience delivering changes/releases (planning, testing, implementation and post-change validation).
Personal qualities:
- Calm, structured approach under pressure, with a focus on restoring service and managing risk.
- Customer-focused and collaborative, building effective relationships across IT, operations and suppliers.
- Continuous improvement mindset, using data and feedback to reduce incidents and improve service quality.
We will need you to have a full UK driving licence.
ICT Applications Manager in Sowerby Bridge employer: JLA Limited
JLA is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As an ICT Applications Manager, you will benefit from a culture that prioritises employee growth through continuous improvement initiatives and comprehensive training opportunities. Located in a mission-critical infrastructure solutions business, JLA provides a unique chance to work with cutting-edge technology while being part of a dedicated team that values customer focus and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land ICT Applications Manager in Sowerby Bridge
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching JLA and understanding their telephony applications. Be ready to discuss how your experience aligns with their needs, especially around incident management and user configuration.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've tackled issues in past roles, particularly in managing telephony applications or similar tech environments.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the team at JLA.
We think you need these skills to ace ICT Applications Manager in Sowerby Bridge
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the ICT Applications Manager role. Highlight your experience with telephony applications and any relevant projects you've managed. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background makes you a perfect fit. Don’t forget to mention your customer-focused approach and collaborative spirit!
Showcase Your Problem-Solving Skills:In your application, be sure to highlight specific examples of how you've tackled challenges in previous roles. We love candidates who can demonstrate a calm, structured approach under pressure, especially when it comes to managing incidents and changes.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at JLA!
How to prepare for a job interview at JLA Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of telephony applications and unified communications platforms. Be ready to discuss your experience with call flow design, user configuration, and any CRM integrations you've worked with. This will show that you're not just familiar with the tech but can also manage it effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've handled incidents and problems in the past. Think about specific situations where you performed root cause analysis or implemented preventative measures. This will demonstrate your structured approach under pressure and your ability to restore service quickly.
✨Highlight Your Collaborative Spirit
Since this role involves acting as a key point of contact between IT, suppliers, and operational teams, be ready to share experiences where you've built effective relationships. Talk about how you’ve collaborated with others to drive improvements or resolve issues, showcasing your customer-focused mindset.
✨Be Ready for Change Management Questions
Expect questions around change and release management. Prepare to discuss your experience with planning, testing, and implementing changes, as well as how you validate post-implementation. This will highlight your understanding of risk assessment and your ability to manage change effectively.
