Senior Telephony Incident Management Engineer

1 day ago

Mansoura, Egypt Orange Business Services Full time

**About the role**:
Work on 2 main technologies: Switched Voice (known in OBS as BTG) and Microsoft Telephony (Skype for Business/TEAMS/Direct routing).
- 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.
- Perform in-depth troubleshooting.
- Work with/ challenge carriers and vendors in case of any chronic issue or Problem.
- 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.
- Full awareness of historical escalated incident, change or migration.
- Keep management informed of major incidents and high impact.
- Ensure continuous development and maintain up to date knowledge of different technologies.
- Provide direct guidance to the teams during day to day operations, to ensure quality of updates and direct the investigation.
- Provide the needed technical trainings for the team.
- Ensure BTG knowledge is well documented.
- Contribute in the convergence program for L1 teams or other concerned teams.
- Any other tasks or projects relevant to job as assigned by the group manager.

**About you**:
**Education/Certification**:

- Engineering, Computer Sciences or Telecommunications degree.
- Switched voice experience.
- CCNP voice or equivalent experience is a plus.

**Experience**:

- 4 to 6 years operational experience in Voice.
- Good knowledge of Voice protocols (H.323, SIP, SS7, ISDN), RTP, Codecs.
- Experience in Telecom, PSTN, Core network or Core Switching.
- Very Good knowledge of SBC, Media Gateways, Voice Gateways.
- Microsoft Telephony product knowledge.
- Experience in TEAMS/Direct routing.
- Experience with Microsoft partners such as Ribbon (Sonus), Audiocodes.
- 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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