Job title : Telephony Incident Management Expert Avaya- Microsoft Lync

Responsibilities
- Incident Management activities through service failure, or error restoration in order to minimize service interruption, and to ensure customer’s business continuity.
- Troubleshooting, isolation and restoration for faults, and incidents on Orange Business Services for voice services including multivendor platforms.
- To oversee faults and alarms passed to CTS2 and ensure clearance procedures are applied and followed.
- To ensure the correct analysis and classification of each fault as it occurs on the network.
- To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to CTS3 as necessary, and provide them with all fault details
- To accept Tickets and able to work with other groups and organisation to resolve problem within set times.
- Any other tasks or projects relevant to job as assigned by the group manager.
- Activate chronic procedures to CTS3 and Service Managers as necessary.
Skill Profile
- Excellent problem solving skills are necessary.
- Qualified in Avaya product suites
- Qualified in Microsoft Lync product suites.
- Qualified on Network, LAN/WAN topologies and protocols, Voice protocols (SS7, H323, MGCP, SIP)
- Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organisation.
- Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
- Ability to work under pressure, dealing with multiple tasks.
- Flexibility in terms of working hours.
- English language proficiency required second/multiple international language(s) proficiency beneficial.
- B.Sc. Bachelor of Science, Engineering or Computer science.
-Certification: Avaya ACIS ,ACSS
LYNC : Core Solutions of Microsoft LYNC server 2010-2013, Depth support engineer.
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