Qualifications

• Bachelor's Degree in Computer Science/Information System or 3+ years progressive experience in Messaging, and Messaging Services in a medium to large organization

• Demonstrated experience where operating as part of an effective team/relationship is critical to the success of your role.

• Strong knowledge and understanding of business needs and drivers with the ability to establish and maintain a high level of user trust and confidence through service provision

• Expertise in understanding, setting, and managing customer expectations.

• Skills in conceptualizing, documenting, and presenting creative service solutions

• Ability to blend creativity, problem solving, and technical skills for refining existing theories or developing new approaches to seize opportunities and sustain business success

• Strong technology subject matter expertise with the ability to recognize trends and innovate effectively, proactive approach essential.

• Ability to effectively adapt to rapidly changing technology and apply it to business needs

• Ability to understand, communicate and solve complex problems quickly

Responsibilities

• Tune and evolve Messaging and Collaboration services, to facilitate a stable and efficient communication platform for the Russell Investments’ lines of business.

• Open support tickets with vendors and work issues to completion to provide excellent standard of service. Escalate support tickets in a timely manner as appropriate.

• Provides input regarding scalability, capacity and performance as solutions grow.

• Maintain documentation on existing architectures, standards, policies, and procedures.

• Identify and implement technologies, service packs and hotfixes that will improve reliability and overall system stability for the Exchange and Unified Communications infrastructure environment.

• Managing problem resolution remediation tasks for issues that arise with post-production use of a new Messaging or Collaboration product.

• Maintain confidentiality of sensitive company data without exception

• Maintain an instant and trending view of the health of the infrastructure

• Participate in other IT projects and/or tasks as needed

Candidate Requirements

• Experience managing the support of MS Exchange platforms, MS Outlook configuration and Best Practices, and MS Unified Communications

• Possess deep technical expertise of MS Exchange Hybrid Infrastructure, Microsoft 365 Exchange Online, Enterprise Vault, RightFax, Veritas Merge1, Veritas Compliance Accelerator, Veritas Discovery Accelerator, SharePoint On-Prem, SharePoint Online

• Deep familiarity with standard messaging protocols (SMTP, IMAP, POP3, TLS)

• Technical knowledge of Microsoft Teams and Skype for Business 2019 is a plus

• Possesses a strong working knowledge of an Enterprise Messaging Infrastructure

• Strong knowledge of Active Directory concepts including permissions, Distribution List configuration, Windows Server, PowerShell

• Knowledge of Server and Networking principles pertaining to enterprise environment

• General understanding of DHCP, DNS, Hardware Load Balancing and firewalls in an Enterprise environment

• Experience in IT service delivery using the ITIL framework.

Core Values

• Strong interpersonal, oral, and written communication and collaboration skills with all levels of management

• Strong organizational skills including the ability to adapt to shifting priorities and meet frequent deadlines,

• Demonstrated proactive approach to problem-solving with strong judgment and decision-making capability.

• Highly resourceful and collaborative team-player, with the ability to also be independently effective and exude initiative and a sense of urgency.

• Exemplifies our customer-focused, action-oriented, results-driven culture.

• Forward looking thinker, who actively seeks opportunities, has a desire for continuous learning, and proposes solutions.

• Ability to act with discretion and maintain complete confidentiality.

• Dedicated to the firm’s values of non-negotiable integrity, valuing our people, exceeding client expectations, and embracing intellectual curiosity and rigor.