Telephony Incident Management Engineer – BTG/Microsoft/Avaya

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