Senior Ucc L3 Expert

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.

**about you**:

- 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.

**additional information**:
Seior UCC L3 Expert

**contract**:
Regular