Senior UCC L3 Expert

4 weeks ago

Egypt Orange Business Full time

votre rôle

  • Provide the required professional technical support within customer operations and support the internal operational entities (level, level2, .. ect) toward faults resolution, changes validation and implementation.
  • Lead major & complex incidents/problems ensuring resolution & root cause analysis.
  • Lead and initiate projects resulted from problem management reports, interface with design and implementation teams.
  • Develop problem management reports and proactive actions that reduces the incidents impacting globally the service.
  • Develop trend analysis and prepare service improvement plans to address identified gaps and present the result to all concerned stakeholders.
  • Technical escalation point for any critical/long pending incidents.
  • Maintain a comprehensive understanding of all aspects of product delivery and operations.
  • Mentor new joiners & deliver the enabling program.
  • Technical assessment for newly implemented customers / sites before hand over to operation.
  • Align with operation stakeholders such as Operation Technical Lead, Delhi L3 peers, BOM .. ect to fill any identified gaps.
  • Work closely with Solution Consultant, Vendors and Service Providers to adequately review and test new customer solutions, design changes, identified vulnerabilities and bugs.
  • Globally contribute in ESC lab ensuring we have the required environment for testing our services.
  • Validate and maintain knowledge transfers.
  • Contribute in developing the technical level within the team continuously through setting internal processes, initiatives and improvement plans.
  • Maintain different types of docs and guides.
  • Champion for our unified communication services from technical perspective, incident & problem part. Ensuring harmonization of the service among our different customers.
  • Fulfill any reports required by management.
  • Actively contribute in the different transversal programs (UCIE Synergy, SD convergence, CMD autonomy, etc.).
  • To undertake any other reasonable task as assigned.

votre profil

  • Strong experience in Cisco Unified Collaboration domain for 4-6 years (MS Teams is big plus).
  • Strong experience in IT domain, operational support & crises management (5-8 years).
  • Good experience on Network “LAN/WAN” topologies and protocols.
  • Cisco Certified Network Professional (CCNP) Collaboration (CCIE Collaboration is big plus).
  • 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.
  • Good office automation and PC literacy skills.
  • Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
  • Good time management, organizational and communication skills.
  • Ability to work under pressure and deal with multiple tasks.
  • Ability to coach and mentor peers and subordinates.
  • Ability to lead and provide direction in resolving business critical problems at the highest organizational level.
  • Presentation/Report writing skills.
  • Ability to act as the customer representative with suppliers and vendors.
  • Ability to build relationships with peer and management levels both with clients and the company management.
  • Proactive, self-motivated and determined attitude.
  • Excellent problem-solving skills are necessary.
  • Flexibility in terms of working hours.
  • Information Technology or Communication Bachelor holder or equivalent.
  • English Proficiency.

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