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Alfa Zula Professionals Inc. · 2 weeks ago

Wide Area Voice Environment (WAVE) Technical System Manager

Orlando, FL

Full-time

Onsite

Mid Level

Alfa Zula Professionals Inc. is seeking a Technical Systems Manager to provide system support, maintenance, and updates of the WAVE system. The role involves managing user accounts, coordinating system upgrades, and serving as a customer focal point for software support and technical problem resolution.

Information Technology & Services

Responsibilities

Assign user licenses, build, and maintain individual user account configurations, manage certificate distribution, execute channel patching, manage and execute requests for federated WAVE convergence with outside organizations for interoperability support to field operations

Perform weekly system maintenance checks, install software updates, and bug fixes, maintain currency on new WAVE feature releases, and coordinate upgrades with management

Monitor external host system upgrades or changes and manage WAVE system dependencies to ensure continuity of operations

Serve as the customer focal point to coordinate WAVE software support

Fulfill reporting tasks as directed by the customer

Coordinate with contractors and entity representatives to ensure regulations and policies are adhered to

Test or verify back-up systems on a regular basis or as required by the customer

Communicate the resolution of major system problems and address system status

Facilitate resolution of technical problems with field teams, Central Service organizations, Product teams, Engineering teams, Product Services, and the Customer Response Center

Manage WAVE infrastructure emergency repair efforts and escalation procedures

Participate in regularly scheduled meetings with the customer and/or user groups to review system and service support performance and address technology and/or operations issues that surface

Provide the WAVE TSM with updated service information, training and engineering assistance, and computer resources

Provide the customer with technical recommendations to improve WAVE System performance

Assist with infrastructure inventory management of spare parts and supplies

Identify failure trends, systemic issues, chronic problems, and/or improvement possibilities

Coordinate and lead technical resources for resolution of open Customer Service Requests cases

Identify process failures and take corrective action

Respond to Customer users’ technical questions and problems

Qualification

WAVE system managementWAVE Certified Integration EngineerASTRO® 25 Integration WorkshopASTRO® 25 IV&D System OverviewASTRO® 25 IV&D System Core WorkshopASTRO® 25 System Applied NetworkingTechnical problem resolutionCustomer communicationInventory management