Recrutement de 01 Senior Telephony Incident Management Engineer - BTG/Microsoft

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