Incident Management Sr. Specialist

1 month ago

Gurugram, India Orange Business Services Full time

about the role

Perform identification of failure points, troubleshooting and resolution for TDM, Softswitch, VoIP, IPT & ECO system faults

Liaise with the other Orange/Equant groups to resolve faults on the network and Customer access lines and equipment

Log and track faults for Avaya & Skype voice / CC customers passed on by Service Desk and provide progress update reports until resolution

Liaise with Level 3 support (CTS3) for fault escalation and resolution.

Resolve faults and alarms passed to CTS2 by Service Desk 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 organization 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

IPT & Contact Center HLD/LLD updates, Capacity Planning, Upgrades, Installation and Complex Changes


about you

Advance troubleshooting/Implementation skills for Avaya & microsoft teams DR routing Solutions componets , AES, Gateways, Audiocodes SBC, Tennant management, Ribbon SBC etc  Good troubleshooring knowledge of dialpan, translation, policy map, routing etc. Avaya Call Manager/Avaya Session Manager, Avaya Aura Messaging. Session Border Controler (Sonus/AudioCodes/Acme) Knowledge of Avaya & MS Teams Apps Strong knowledge of Avaya & MS Teams SBC, SIP/H.323/MGCP Understanding of CM traces and call identification Understanding of fundamental network technologies (VPNs, NAT, etc.) Qualified on Network, LAN/WAN topologies and protocols 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. Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach. Ability to handle critical situations. Ability to deal with multiple tasks. Presentation/Report writing skills Excellent problem solving skills are necessary. Good office automation and PC literacy skills IT/Software skills are a great plus Proactive, self motivated and determined attitude Tenacity Flexibility in terms of 24*7 working hours.

additional information

BE / BTECH or equivalent experience

Formal certifications (, Microsoft Teams, CCNA.)


contract

Regular

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