Telephony Incident Management Engineer

1 week ago

مصر, Egypt Orange Business Services Full time

**About the role**:
Work on 2 main technologies: switched Voice (known in OBS as BTG) and Microsoft Telephony (Lync, Skype for Business)

Provide second level expert support for OBS customers in both technologies

Ensure outstanding customer experience

Own incidents/changes according to shift rules

Own incident through its life ensuring service restoration & customer's business continuity

Resolve incidents within the set (SLA/SLO) & our KPIs

Ensure efficient analysis, troubleshooting and restoration of voice services including multivendor platforms & Orange core voice network

Perform in-depth troubleshooting by checking CDRs, traces and all relevant logs

Work with/ challenge carriers and vendors

Log and track all action plan set during incident handling while ensuring regular updates to the customer in timely manner until resolution

Ensure effective communication skills on all levels: with customer as well as internally to level 1 teams, Service Management

Liaise with higher technical support levels, teams & vendors to drive incident resolution

Initiate escalation procedures to higher technical levels when needed and provide them with all fault details

Activate chronic procedures to respective groups and Voice Service Managers as necessary

Keep management informed of major incidents and high impact

Ensure continuous development and maintain up to date knowledge of different technologies

To deliver efficiently any tasks or projects assigned by the group manager

**About you**:
**Education/Certification**:
Engineering, Computer Sciences or Telecommunications degree

Switched voice experience

And/or Microsoft Lync/Skype for Business certification or equivalent experience

CCNP voice or equivalent experience is a plus

**Experience**:
2-4 years operational experience in Voice

Good knowledge of Voice protocols (H.323, SIP, SS7, ISDN), RTP, codecs

Experience with NGN

Experience in Telecom, PSTN, Core network or Core Switching

Good knowledge of SBC, Media Gateways, Voice Gateways

Experience in Lync 2013, Skype for Business 2015 is a must

Experience with Microsoft partners such as Ribbon (Sonus), Audiocodes is a plus

Experience in Teams is a plus

Experience in Microsoft Lync/Skype for Business Core is a plus

Experience in Active Directory, Windows Server 2008/2012, SCOM is a plus

**Professional skills**:
Customer oriented

Business focused & target achiever

Good interpersonal and communication

Good time management

Conflict management

Ability to work under pressure

Problem solving & logical thinking

Team player

Ability to work on shift basis (night & weekend)

French language is a plus

English language proficiency is a must

**Additional information**:
**Purpose**:
24x7 remote support for all managed/co-managed voice infrastructure/ technologies.

To own end to end voice incidents ensuring incidents/requests resolution within sevice level agreement.

To perform standard/complex changes for managed/co-managed IPTelephony solutions.

**Department**:
Customer Services & Operations

**Contract**:
Regular

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