Telephony Incident Management Engineer -Avaya/Lync-
Internship Cairo, مصر Project / Product management
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
contract
Regular