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