Incident Management Sr. Specialist

Full job description - votre rôle

• Perform identification of failure points, troubleshooting and resolution for TDM, Softswitch, VoIP, IPT & ECO system faults
• Liaise with the other Orange/Equant groups to resolve faults on the network and Customer access lines and equipment
• Log and track faults for Avaya & Skype voice / CC customers passed on by Service Desk and provide progress update reports until resolution
• Liaise with Level 3 support (CTS3) for fault escalation and resolution
• Resolve faults and alarms passed to CTS2 by Service Desk and ensure clearance procedures are applied and followed
• To ensure the correct analysis and classification of each fault as it occurs on the network
• To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to CTS3 as necessary, and provide them with all fault details
• To accept Tickets and able to work with other groups and organization to resolve problem within set times
• Any other tasks or projects relevant to job as assigned by the group manager
• Activate chronic procedures to CTS3 and Service Managers as necessary
• IPT & Contact Center HLD/LLD updates, Capacity Planning, Upgrades, Installation and Complex Changes

• Advance troubleshooting/Implementation skills for Avaya & MS Teams Solutions components e.g. AACM, AES, Gateways, SBC etc
• Good troubleshooring knowledge of dialpan, translation, policy map, routing etc.
• Avaya Call Manager/Avaya Session Manager, Avaya Aura Messaging
• Session Border Controler (Sonus/Audio Codes/Acme)
• Knowledge of Avaya & MS Teams Apps
• Strong knowledge of Avaya & MS Teams Gateways, SIP/H.323/MGCP
• Understanding of CM traces and call identification
• Understanding of fundamental network technologies (VPNs, NAT, etc.)
• Qualified on Network, LAN/WAN topologies and protocols
• Ability to carefully plan and co-ordinate work according to a demanding time schedule
• Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization
• Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach
• Ability to handle critical situations
• Ability to deal with multiple tasks
• Presentation/Report writing skills
• Excellent problem solving skills are necessary
• Good office automation and PC literacy skills
• IT/Software skills are a great plus
• Proactive, self motivated and determined attitude
• Tenacity
• Flexibility in terms of 24
  * 7 working hours

• BE / BTECH or equivalent experience
• Formal certifications (i.e. Avaya-Voice, Microsoft Teams, CCNA)