Telephony Incident Management Engineer – Cisco

Job Description

About the role
– 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 via electronic case management 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 when 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 implement teams.
– To undertake any other reasonable task as assigned by the management team.