Senior Ops Engineer, Oit Rtc vois
3 months ago
**Role purpose**:
To provide L2/L3 operational End User technical support in All Unified Communication areas of Instant Messaging (IM), Meetings/Webinars, Video Teleconferencing, Video Streaming, Video Portals and Video on Demand Systems over large geographically dispersed networks.
Will be also responsible for proactive Service monitoring, maintenance & reporting to achieve the desired QoS, also responsible for Service Administration and accountable for the operations performance/Quality, Responsible also for Change implementations, Core technical major incidents investigation and resolution.
**Key accountabilities and decision ownership**:
- o Application Monitoring.
- Perform daily Health check. To confirm service stability and perfect performance.
- o Service Administration.
- Test Service updates and implement it after approvals.
- Core Service configuration & Maintenance.
- Manage all user access privilege and Roles.
- Attend the Vendor meeting and make sure that the SLA between Vodafone group and is achieved.
- o Change Management and implementation.
- Responsible for change Deployment plan creation.
- Responsible for Implementation and testing all Service Changes.
- Communicate/update Changes status. To users and management.
- Coordinate between all Change parties, Before and during the after implementation.
- o Escalation and Incident Management.
- Troubleshoot any crisis related to the service and work on resolution within the agreed SLA.
- Escalate to vendor and management if needed.
- Present the root-cause and preventive actions to management when needed.
- Service operation management and reporting.
- Assuring the operational SLAs & KPIs achievement,
- Adding value through creating innovative solutions for better support
- Trigger the Onsite technical support team in case of hardware failure or deployments
- Join the monthly Service Review Meetings with the customer with a complete repot to track the service’ KPIs and operational trends/issues
- Provides & Presenting all requested operational reports.
**Core competencies, knowledge and experience**:
- Bachelor of telecommunications or computer engineering
- 3-7 years experiences in unified communication & collaboration Services support.
- ITIL knowledge is a must.
- Strong Troubleshooting and problem solving skills
- Very Strong Communication skills
- Strong analytical thinking
- Fluent English
**Must have technical / professional qualifications**:
- Excellent knowledge & Experience with Windows Servers management
- Database Administration background.
- Excellent knowledge of IIS Configuration and support.
- Excellent Knowledge with M.365 & Cloud solutions.
- Excellent knowledge with Microsoft SQL server 2008 and Oracle DB
- Expert in networking, voice & video protocols SSH, FTP protocols, SIP & H323
- Experience in unified communication technologies and collaboration solutions.
- Excellent Knowledge with networking theory, CCNA, Load balancing, FWs,
- Experience in M.365 & Cloud Services.
- VMware AND VIRTULISATION
- Integrated MS Cloud Platforms.
- MS Azure
- Power Apps
- Graph API.
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