Ucc Operation Technical Lead
1 day ago
**About the role**:
- To provide level4 of professional technical support and resolve complex customer issues and lead crises management once required.
- Act as the high level of technical escalation within customer operations and support the internal operational entities (level, level2, level3,.. ect) toward faults resolution, complex changes validation and implementation.
- Act as Subject Matter Expert “SME” for one or more UC technology (B2G, B2GaaS, BTG,.. ect).
- Lead continual improvement plans for UCC Operation teams to ensure compliance to performance management targets and customer satisfaction.
- Work closely with Voice Service Manager, Operation Architect and Solution consultant teams to adequately review and test new customer solutions and major design changes for key UC customers.
- In charge to interlock with Build team to review and agree on the final new approved solution / features including High Level Design (HLD) validation.
- Work closely with Vendors and Service Providers to evaluate technical risks and anticipate any potential impact for running UC services.
- Support line managers to identify team technical gaps and improvement areas followed by preparing a detailed technical enhancement plan and to fulfill all needed trainings.
- Lead and governance technical enabling and upskilling programs for new added services to operation team portfolio.
- To undertake any other reasonable task as assigned.
**About you**:
- Strong experience in UCC solutions (B2G, B2GaaS, BTG,.. ect)
- +5 years in Cisco Unified Collaboration solutions (MS Teams and Direct Routing is big plus).
- +8 years of experience in IT domain, operational support & crises management.
- Good experience on Network “LAN/WAN” topologies and protocols.
- 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 can 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.
- Proficient in English.
**Additional information**:
TBC
**Department**:
Customer Services & Operations
**Contract**:
Regular
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