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

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular