Telephony Incident Management Engineer - BTG/Microsoft -

Job description

about the role

·  Work on 2 main technologies: switched Voice (known in OBS as BTG) and Microsoft Telephony (Lync, Skype for Business)
·  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
·  Ensure efficient analysis, troubleshooting and restoration of voice services including multivendor platforms & Orange core voice network
·  Perform in-depth troubleshooting by checking CDRs, traces and all relevant logs
·  Work with/ challenge carriers and vendors
·  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
·  Keep management informed of major incidents and high impact
·  Ensure continuous development and maintain 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
·  Switched voice experience
·  and/or Microsoft Lync/Skype for Business certification or equivalent experience
·  CCNP voice or equivalent experience is a plus

Experience:

·  2-4 years operational experience in Voice
·  If candidate has Switched Voice background, s/he needs to bequalified in switched voice product suites
·  Good knowledge of Voice protocols (H.323, SIP , SS7, ISDN), RTP, codecs
·  Experience with NGN
·  Experience in Telecom, PSTN, Core network or Core Switching
·  Good knowledge of SBC, Media Gateways, Voice Gateways
·  If candidate has background in Microsoft, then s/he needs to be qualified in Microsoft Telephony product suites (voice domain)
·  Experience in Lync 2013, Skype for Business 2015 is a must
·  Experience with Microsoft partners such as Ribbon (Sonus), Audiocodes is a plus
·  Experience in Teams is a plus
·  Experience in Microsoft Lync/Skype for Business Core is a plus
·  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

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

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular