Telephony Incident Management Engineer - Level 2 - Cisco

About the role

Job Responsibilities & Scope
* Troubleshoot, identify, and resolve IPT (Cisco) and backbone voice Incidents.
* Troubleshoot, identify, and resolve call center and access number faults.
* Troubleshoot value added services (Voice Mail, Attendant console, etc...).
* Document all troubleshooting and provide regular updates for all actions executed to solve.
* customer's incidents through the ticketing system.
* Liaise with higher level support for incident escalation and resolution.
* To keep management informed of any major customer or network faults.
* Liaise with other internal teams to resolve faults affecting voice service.
* Activate escalation procedure with vendors whenever needed.
* Perform Change management activities. (Implement customer simple and complex changes.
* Perform Release management activities. (Implement new release and upgrades).
* Act as escalation point for voice implementation teams.
* To undertake any other reasonable task assigned by the management team.

About you

Required Qualifications
* Engineering degree in telecommunications.
* Technical experience in Cisco IP telephony & Voice over IP.
* Experience in operation & crisis management.
* CCNP (Voice / Collaboration) certified.
* Strong voice experience (Cisco) product suites.
* Good knowledge in Voice protocols (SS7, H323, MGCP, SIP, H248, etc...).
* Good knowledge in network, LAN/WAN protocols.
* Cisco Contact Centre knowledge and experience is plus.

Additional information

Skills Profile
* Excellent interpersonal, cross-cultural, and strong communications skills.
* Good time management, problem solving skills.
* Good Presentation/report writing skills.
* Customer centric approach/Customer oriented.
* Flexibility in terms of working hours, ability to work on shift basis.
* Proactive, self-motivated and determined attitude.
* Ability to work under pressure.
* Ability to work in a multitask environment, dealing with multiple tasks.
* English proficiency, French language is a plus.
* willing to learn new technologies and support other vendors (microsoft teams/Audio codes).
* IT skills is a plus.

Department

Global Delivery & Operations

Contract

Regular