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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Manager IT - **Company:** First Citizens - **Location:** Raleigh, NC, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Agile Methodology, Bioinformatics, VoIP, Cisco Unified Communications Manager, Cloud Computing, Data Architecture, Disaster Recovery, Trunking, Release Management, Software Engineering, Software Vulnerability Management, System Availability, Patch Management, Cisco - **Published:** August 7, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/87982485/1 ## About the Role Bachelor's Degree and 8 years of experience in Applications development, analysis or engineering OR High School Diploma or GED and 12 years of experience in Applications development, analysis or engineering, * 8+ years supporting enterprise Unified Communications environments. * 7+ years leading technical operations teams in large-scale organizations. * Experience managing mission-critical, 24x7 production environments. * Strong background with Cisco Unified Communications technologies and SIP-based services. * Experience managing telecommunications providers, vendors, and operational budgets. * Experience within a highly regulated environment, preferably a financial institution. * Cisco Unified Communications Manager (CUCM) * Cisco Unity Connection, Expressway, IM & Presence * SIP Trunking, Session Border Controllers (SBCs), and Voice Gateways * VoIP architecture and troubleshooting * Cloud and hybrid collaboration technologies (Microsoft Teams Phone preferred) * ITIL service management practices * Incident, Problem, Change, and Release Management * Vulnerability Management, Business Continuity, and Disaster Recovery * Experience in a Large Financial Institution (LFI). * Experience supporting cloud contact center integrations. * Microsoft Teams Phone experience. * ITIL, PMP, CCNP Collaboration, CCIE Collaboration, or equivalent certifications. #LI-JB1 Skill(s): Previous leadership for technical implementation, Knowledge of Standard Development Life Cycles (like Waterfall or Agile), Knowledge of system and data design, First Citizens Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race (including traits historically associated with race, such as hair texture and protective hairstyles), color, religion, national origin, sex, age, disability, protected veteran status, sexual orientation, gender identity, genetic information, military membership, application, or obligation, or any other legally protected status. ## Description The Senior Manager, Unified Communications Operations leads the delivery, stability, security, and continuous improvement of the Bank's enterprise voice and collaboration services. This role is responsible for managing a team that supports mission-critical Unified Communications platforms, ensuring high availability, operational excellence, regulatory compliance, and exceptional service delivery. The position partners closely with Unified Communications Engineering, Infrastructure, Security, and Business leaders to support technology lifecycle management, operational readiness, resiliency, and strategic transformation initiatives. The ideal candidate brings deep experience leading large-scale Cisco Unified Communications environments within highly regulated enterprise organizations, Leadership & Operational Management * Lead and develop a high-performing Unified Communications Operations team. * Establish operational standards, governance, service levels, and performance metrics. * Drive operational excellence through incident, problem, change, and service management practices. * Serve as the senior escalation point for critical production issues and service disruptions. * Build strong partnerships across Infrastructure, Engineering, Security, Risk, and business stakeholders. Service Delivery & Platform Operations * Ensure the availability, stability, performance, and supportability of enterprise voice and collaboration services. * Oversee day-to-day operations, maintenance, monitoring, and support of Unified Communications platforms. * Lead major incident response, service restoration, root cause analysis, and continuous improvement efforts. * Support technology upgrades, platform lifecycle management, and operational readiness for new solutions. * Manage relationships with telecommunications carriers and strategic technology vendors. Engineering Partnership & Strategic Initiatives * Collaborate with Engineering teams on platform roadmaps, upgrades, resiliency, and modernization efforts. * Ensure new technologies transition smoothly into production support. * Participate in capacity planning, disaster recovery, and business continuity initiatives. * Provide operational guidance for architecture and technology design decisions. Security, Risk & Compliance * Ensure Unified Communications platforms remain secure, compliant, and aligned with enterprise standards. * Oversee patch management, vulnerability remediation, and operational risk controls. * Support audits, regulatory requirements, and security assessments. * Maintain operational resiliency and recovery capabilities for critical communications services. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Trunk-Based Development at Scale: Real-World Insights from a High-Traffic Luxury E-Commerce Platform](https://www.wearedevelopers.com/videos/1435-trunk-based-development-at-scale-real-world-insights-from-a-high-traffic-luxury-e-commerce-platform) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Enterprise-Cloud-Native - Fast-Paced Development & Deployment in a Highly Secure Banking Environment](https://www.wearedevelopers.com/videos/671-enterprise-cloud-native-fast-paced-development-deployment-in-a-highly-secure-banking-environment) - [100 times more frequent deployments: How did we create a high performance team?](https://www.wearedevelopers.com/videos/1069-100-times-more-frequent-deployments-how-did-we-create-a-high-performance-team) ## Related Articles - [How to Write a CV and Interview if You Don't Fully Qualify For The Job](https://www.wearedevelopers.com/magazine/183-how-to-write-a-cv-and-interview-if-you-don-t-fully-qualify-for-the-job) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)