Job Description

about the role * Join Crisis calls in short notice and Drive/Lead Customer Crisis Calls end to end with full ownership and clear communication to senior management. * On Call support for dedicated Customer 24X7. * Level 3/Expert Support on A

about the role Join Crisis calls in short notice and Drive/Lead Customer Crisis Calls end to end with full ownership and clear communication to senior management. On Call support for dedicated Customer 24X7. Level 3/Expert Support on Avaya, MS Teams, BTG Voice technology To perform problem management ( KEDB, Trend analysis, root cause analysis) and Level-3 support on Avaya, MS Teams & BTG IPT service to customers. Be technical escalation point for Level2/L3 engineers or BOM/CSM and customer escalations to provide the solution to the customer issues within the defined time frames. Problem management, Stakeholder / Customer management & crisis situation management To undertake any other reasonable task as assigned by the management team (eg Reporting). To Analyse & contribute end to end voice problems resolution, 24x7 across all underlying infrastructure/ technologies by providing high level of technical support. To timely execute complex changes on IPT solution. Maintain Problem Management DB. IPT Consulting, Capacity Planning, Upgrades, Installation and Complex Changes about you 10+ years of Avaya, Skype, MS Teams, BTG IPT L2/L3 Technical support Advanced knowledge and understanding on Audicode, Ribbon SBC. Advanced knowledge and understanding on Avaya & MS Teams product suites, Media gateway & SBC. Capacity Planning, Upgrades, Installation, Maintenance and Complex Changes Excellent troubleshooring knowledge of dialpan, translation, logs, routing etc. Excellent understanding of traces and call identification Qualified on Network, LAN/WAN topologies and protocols Qualified on Voice protocols ( H.323, MGCP, SIP,) Ability to carefully plan and co-ordinate work according to a demanding time schedule working knowledge in network, LAN/WAN protocols, Virtualization(VMware). Excellent interpersonal and communication skills with the ability to operate in a multi-cultural and cross-functional organisation. Excellent problem solving & Root cause analysis skills Ability to work under pressure with an ability to think & act fast Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach. Good time management, organizational and communication skills Ability to deal with multiple tasks. Ability to coach and mentor peers and subordinates Flexibility in terms of working hours. Ability to lead and provide direction in resolving business critical problems at the highest organizational level. Presentation/Report writing skills. Ability to act as the customer representative with suppliers and vendors. Ability to build relationships with peer and management levels both with clients and the company management Proactive, self motivated and determined attitude. additional information education, qualifications, and certifications Engineering degree in Telecommunication or Equivalent Avaya/ MS Teams Voice Certificates will be added advantage. Candidates with ITIL certification will be preferred. department Customer Services & Operations