Job Description

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Role Responsibilities of Support Engineer Voice access:

• Advanced Troubleshooting on Oracle SBC
• Implementation and change management of Voice Access changes (e.g. OS upgrades) and ensure all work is carried out to a high standard
• Handle incident events (L3) and Incident/Problem escalation according to the defined standards
• Provide Technical Support during major incidents and troubleshooting assistance for complex operational issues impacting network performance
• Provide Root Cause Analysis for Low, Medium and High Severity
• Responsible to document all Troubleshooting activities into the incident record/ticket
• Co-ordinate with onsite operation teams to resolve regional/global problems
• Further development of existing network infrastructure
• Provide a technical point of contact between user/IT groups to ensure effective support
• Project collaboration with Implementation and Engineering teams
• Interface to external vendors to ensure high standard of fault resolutions
• Develop good technical awareness of new product developments in emerging technologies.
• Manage own work effort effectively with minimum supervision
• Work on own initiative, recommending and implementing improvements to the network.
• Mentoring and raising the technical skills of level 1 and 2 engineers
• Risk Analysis and Validate Changes to minimize the impact
• Assist with internal and external audit requests

Qualifications:

A minimum of Six years of experience working in a network control environment and experience in all of the following areas:

• Good understanding of all key technologies in VoIP and PSTN services.
• Protocols - SIP, H.323, 428
• Good understanding of Regular Expression
• Experience in Oracle Acme Packet SBC (FSBC/ECB)
• Good troubleshooting skills on VoIP technologies
• Strong problem solving and analytical skills
• Intermediate understanding of TCP/IP
• Familiar with Monitoring tools (e.g. Nectar)
• Familiar with Call Detail Reporting tools (e.g. Phonex)

Requirements:

• Degree in IT (Networks or Telecommunication preferred)
• Minimum of 6 years of experience in an Enterprise Network environment
• Experience in the financial industry preferred