Description du poste
Recrutement de 01 Senior Telephony Incident Management Engineer - BTG/Microsoft
Niveau d'études: Non précisé
Expérience: 4 ans
Expire le: 26-10-2022
orange
Cairo, Egypte
Senior Telephony Incident Management Engineer - BTG/Microsoft
Ref : 570759 | 28 Jul 2022
Date limite de candidature : 26 Oct 2022
CityStars, Cairo, Égypte - Egypte
Votre rôle
Work on 2 main technologies: Switched Voice (known in OBS as BTG) and Microsoft Telephony (Skype for Business/TEAMS/Direct routing).
- Provide second level expert support for OBS customers in both technologies.
- Ensure outstanding customer experience.
- Own incidents/changes according to shift rules.
-Own incident through its life ensuring service restoration & customer's business continuity.
- Resolve incidents within the set (SLA/SLO) & our KPIs.
- Perform in-depth troubleshooting.
-Work with/ challenge carriers and vendors in case of any chronic issue or Problem.
- Log and track all action plan set during incident handling while ensuring regular updates to the customer in timely manner until resolution.
-Ensure effective communication skills on all levels: with customer as well as internally to level 1 teams, Service Management.
- Liaise with higher technical support levels, teams & vendors to drive incident resolution.
- Initiate escalation procedures to higher technical levels when needed and provide them with all fault details.
- Activate chronic procedures to respective groups and Voice Service Managers as necessary.
- Full awareness of historical escalated incident, change or migration.
- Keep management informed of major incidents and high impact.
- Ensure continuous development and maintain up to date knowledge of different technologies.
- Provide direct guidance to the teams during day to day operations, to ensure quality of updates and direct the investigation.
- Provide the needed technical trainings for the team.
- Ensure BTG knowledge is well documented.
- Contribute in the convergence program for L1 teams or other concerned teams.
- Any other tasks or projects relevant to job as assigned by the group manager.
Votre profil
Education/Certification:
-Engineering, Computer Sciences or Telecommunications degree.
-Switched voice experience .
-CCNP voice or equivalent experience is a plus.
Experience:
- 4 to 6 years operational experience in Voice.
-Good knowledge of Voice protocols (H.323, SIP , SS7, ISDN), RTP, Codecs.
-Experience in Telecom, PSTN, Core network or Core Switching.
-Very Good knowledge of SBC, Media Gateways, Voice Gateways.
-Microsoft Telephony product knowledge.
-Experience in TEAMS/Direct routing .
-Experience with Microsoft partners such as Ribbon (Sonus), Audiocodes .
-Experience in Active Directory, Windows Server 2008/2012, SCOM 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.
-Ability to work on shift basis (night & weekend).
-French language is a plus.
English language proficiency is a must
Le plus de l'offre
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.
Entité
Customer Services & Operations
Contrat
CDI
Niveau d'études: Non précisé
Expérience: 4 ans
Expire le: 26-10-2022
orange
Cairo, Egypte
Senior Telephony Incident Management Engineer - BTG/Microsoft
Ref : 570759 | 28 Jul 2022
Date limite de candidature : 26 Oct 2022
CityStars, Cairo, Égypte - Egypte
Votre rôle
Work on 2 main technologies: Switched Voice (known in OBS as BTG) and Microsoft Telephony (Skype for Business/TEAMS/Direct routing).
- Provide second level expert support for OBS customers in both technologies.
- Ensure outstanding customer experience.
- Own incidents/changes according to shift rules.
-Own incident through its life ensuring service restoration & customer's business continuity.
- Resolve incidents within the set (SLA/SLO) & our KPIs.
- Perform in-depth troubleshooting.
-Work with/ challenge carriers and vendors in case of any chronic issue or Problem.
- Log and track all action plan set during incident handling while ensuring regular updates to the customer in timely manner until resolution.
-Ensure effective communication skills on all levels: with customer as well as internally to level 1 teams, Service Management.
- Liaise with higher technical support levels, teams & vendors to drive incident resolution.
- Initiate escalation procedures to higher technical levels when needed and provide them with all fault details.
- Activate chronic procedures to respective groups and Voice Service Managers as necessary.
- Full awareness of historical escalated incident, change or migration.
- Keep management informed of major incidents and high impact.
- Ensure continuous development and maintain up to date knowledge of different technologies.
- Provide direct guidance to the teams during day to day operations, to ensure quality of updates and direct the investigation.
- Provide the needed technical trainings for the team.
- Ensure BTG knowledge is well documented.
- Contribute in the convergence program for L1 teams or other concerned teams.
- Any other tasks or projects relevant to job as assigned by the group manager.
Votre profil
Education/Certification:
-Engineering, Computer Sciences or Telecommunications degree.
-Switched voice experience .
-CCNP voice or equivalent experience is a plus.
Experience:
- 4 to 6 years operational experience in Voice.
-Good knowledge of Voice protocols (H.323, SIP , SS7, ISDN), RTP, Codecs.
-Experience in Telecom, PSTN, Core network or Core Switching.
-Very Good knowledge of SBC, Media Gateways, Voice Gateways.
-Microsoft Telephony product knowledge.
-Experience in TEAMS/Direct routing .
-Experience with Microsoft partners such as Ribbon (Sonus), Audiocodes .
-Experience in Active Directory, Windows Server 2008/2012, SCOM 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.
-Ability to work on shift basis (night & weekend).
-French language is a plus.
English language proficiency is a must
Le plus de l'offre
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.
Entité
Customer Services & Operations
Contrat
CDI
