الوصف الوظيفي
As a bold global technology leader, our products and services touch the lives of millions, as well as lending a huge helping hand to some of the country’s most crucial organisations. From contactless payments to connecting emergency services, our technology delivers some truly exciting initiatives, not to mention the incredible connections we make on a global level every single day. We rely on the brightest sparks to help us deliver new innovations. So if you believe, like we do, that technology can help us imagine, create and realise a more connected future – then we need you to help us achieve that goal! We’re focused on building the best network, providing a knockout digital experience and giving back the very best to our customers. Not bad for a company you thought was just a mobile network provider, right? We’re here to prove we’re no one trick pony and our technology reach goes way further than you imagined. Read on to find out just how far....
With us you will:
Be responsible for Managing the day to day activities of both Contact centre and Call collection solution.
Accountable for the support, troubleshooting and maintenance of Avaya Applications like Avaya Oceana Cx, AES, ACR, AEP,QM,CMS,WFO,PCI and CM
L2 Level Troubleshooting and support on CMS and AEP (Voice portal) under incident management
L3 Level troubleshooting and support on Avaya Products like AES, ACR
Deep Knowledge of Log analysis on supporting products AES, ACR and AAEP
Providing impact analysis of the changes and issues
Managing the E2E SLA with Both Contact Centre and Call Collection partners.
Providing Incidents Analysis to end customer and accountable to share RCAs on a timely manner.
Taking care of Day to day issues and ensuring closure of same within agreed SLA with suppliers and Customer.
Ensuring continuous engagement with business and solution team keeping the service in line with the customer’s expectations
Manage and work with various infrastructure teams, vendors, and peers
Controlling the Change Management Process for all service change requests ensuring documents updates
Ensuring timely submission of Service Level Reports with all concerned suppliers.
Ensuring backups for all Avaya and TATA products are maintained including Avaya servers, AES, CMS and AVP/EPM
Attending and Managing monthly/weekly/Adhoc meeting with end customer.
Ensuring to tigger the service credit process with all suppliers in case needed.
Managing Firewall and Switches infrastructure
المهارات
Apply if you have:
Bachelor’s degree in Telecom/ Electrical/Electronic Engineering, CS/IT or related fields.
At least 5-6 years of proven experience working in a large-scale telecom carrier/vendor and/or enterprise environment in similar profile.
Minimum 5 Years of experience in Avaya Contact centre applications
Experience in Tata Call Collection Services
Solid understanding of Contact centre and call collection.
High communication skills & coordination with external and internal stakeholders.
Minimum project management skills required.
ITIL or PRINCE2 certifications are preferable
Troubleshooting skills
Good IP and Firewall knowledge skills
Experience in production support of voice applications, VoIP, Contact Center Cloud Technology
Experience with ITFS and LNS services as well as global SIP and voice interconnect setups
Vendor management skills in Contact Centre and Call Collection domains
Change Management, Incident management, Problem management, Root Cause analysis experience is a must
Strong problem-solving and decision-making skills as well as poise under pressure
Strong follow-up skills: ability to organize applicable department timelines and follow up with internal and external customer needs
Good knowledge in cloud infrastructure and IAAS
Good knowledge in Firewall and switches
تفاصيل الوظيفة
منطقة الوظيفة الدوحة, قطر
قطاع الشركة الاتصالات والشبكات
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي --
نوع التوظيف --
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأقصى: 5
الشهادة بكالوريوس/ دبلوم عالي
https://www.bayt.com/ar/qatar/jobs/enterprise-services-support-engineer-4464245/
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