Telephony Incident Management Engineer

Job Description

Telephony Incident Management Engineer – BTG/Microsoft/Avaya

– 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