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Job Description
Telephony Incident Management Engineer - BTG/MicrosofResponsibilities:
- 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 a timely manner until resolution
- Ensure effective communication skills on all levels: with a 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
Job Requirements
Education/Certification:
- Engineering, Computer Sciences or Telecommunications degree from a reputable university
- 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 a candidate has Switched Voice background, s/he needs to be qualified 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 a candidate has a 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 a shift basis (night & weekend)
- The French language is a plus
- English language proficiency is a must
Additional info:
Purpose:
- 24x7 remote support for all managed/co-managed voice infrastructure/ technologies.
- To own end to end voice incidents ensuring incidents/requests resolution within service level agreement.
- To perform standard/complex changes for managed/co-managed IP telephony solutions.
