Votre rôle

• Intervene in any escalated incident and outage providing clear actions for resolution on behalf of the incident management team in a timely manner.
• Provide continuous guidance and knowledge transfer for team members
• Analyze team's progress and spot any weak areas and accordingly design training for the team.
• Perform ticket audit to ensure all incidents are on track.
• Full awareness of any historical escalated incident, change or migration.
• Provide necessary reports for management, internal entities and customers.
• Communicate regularly and align with implementation, service management and engineering/design teams.
• Provide direct guidance to the teams during day to day operations, to ensure quality of update and direct the investigation.
• Ensure that BTG knowledge is well documented.
• Design convergence program for L1 teams or other concerned teams.
• Act as a team leader and initiate/contribute team building activities.
• Take part in projects led by Account/Project/Consultant teams.
• Any other tasks or projects relevant to job as assigned by the team managers.

Votre profil

Education/Certification:

• Engineering, Computer Sciences or Telecommunications degree.
• CCNP voice or equivalent experience is a plus.

Experience:

• More than 6 years operational experience in Voice.
• If candidate has Switched Voice background, she/he needs to be qualified in switched voice product suites.
• Good knowledge of Voice protocols (H.323, SIP , SS7, ISDN), RTP, codecs.
• Experience in Telecom, PSTN, Core network or Core Switching.
• Good knowledge of SBC, Media Gateways, Voice Gateways.
• If candidate has background in Microsoft, then she/he needs to be qualified in Microsoft Telephony product suites (voice domain).
• Experience in Microsoft TEAMS .
• Experience with Microsoft partners such as Ribbon (Sonus), Audiocodes is a plus

Professional skills:

• Customer oriented.
• Business focused & target achiever.
• Good interpersonal and communication.
• Good time management.
• Conflict management.
• Ability to work under pressure.
• Problem solving & logical thinking.
• Team player.
• English language proficiency is a must.

Le plus de l'offre

Entité

Global Delivery & Operations

Contrat