Telephony Incident Management Engineer -Avaya/Lync-

Job description

about the role

·  Ensure outstanding customer experience
·  Own incidents/changes assigned according to shift rules
·  Own incident through its life ensuring service restoration & customer's business continuity
·  Ensure efficient analysis, troubleshooting and restoration of voice services including multivendor platforms & Orange core voice network
·  Resolve incidents within the set(SLA/SLO) & our KPIs
·  Liase with higher technical support levels, teams & vendors to drive incident resolution
·  Initiate escalation procedures to higher technical levels and provide them with all fault details
·  Log and track all action plan set during incident handling while ensuring regular updates to the customer in timely manner until resolution
·  Keep management informed of major incidents and high impact
·  Activate chronic procedures to respective groups and Voice Service Managers as necessary
·  Ensure continuous development and maitain up to date knowledge of different technologies
·  To deliver efficiently any tasks or projects assigned by the group manager

about you

Education/Certification:

·  Engineering, Computer Sciences or Telecommunications degree.
·  Microsoft Lync certification or equivelant experience
·  and/or Avaya ACA certification or equivelant experience

experience:

·  2-4 years operational experience voice experience
·  Qualified in Microsoft Lync product suites (voice domain)
·  and/or Qualified in Avaya product suites

Professional skills:

·  Customer oriented
·  Business focused & target achiever
·  Good interpersonal and communication
·  Good time management
·  Conflict management
·  Ability to working under pressure
·  Problem solving & logical thinking
·  Team player
·  Ability to work on shift basis (night & weekend)
·  French language is a plus
·  English language proficiency is a must

additional information

Purpose:
24x7 remote support for all managed/co-managed voice infrastructure/ technologies.
To own end to end voice incidents ensuring incidents/requests resolution within sevice level agreement.
To perform standard/complex changes for managed/co-managed IPTelephony solutions.

department

Customer Services & Operations

contract

Regular