About the role
Work on 2 main technologies : switched Voice (known in OBS as BTG) and Microsoft Telephony (Lync, Skype for Business)
Provide second level expert support for OBS customers in both technologies
Ensure outstanding customer experience
Own incidents / changes according to shift rules
Own incident through its life ensuring service restoration & customer's business continuity
Resolve incidents within the set (SLA / SLO) & our KPIs
Ensure efficient analysis, troubleshooting and restoration of voice services including multivendor platforms & Orange core voice network
Perform in-depth troubleshooting by checking CDRs, traces and all relevant logs
Work with / challenge carriers and vendors
Log and track all action plan set during incident handling while ensuring regular updates to the customer in timely manner until resolution
Ensure effective communication skills on all levels : with customer as well as internally to level 1 teams, Service Management
Liaise with higher technical support levels, teams & vendors to drive incident resolution
Initiate escalation procedures to higher technical levels when needed and provide them with all fault details
Activate chronic procedures to respective groups and Voice Service Managers as necessary
Keep management informed of major incidents and high impact
Ensure continuous development and maintain up to date knowledge of different technologies
To deliver efficiently any tasks or projects assigned by the group manager
Education / Certification :
Engineering, Computer Sciences or Telecommunications degree
Switched voice experience
and / or Microsoft Lync / Skype for Business certification or equivalent experience
CCNP voice or equivalent experience is a plus
2-4 years operational experience in Voice
If candidate has Switched Voice background, s / he needs to be qualified in switched voice product suites Good knowledge of Voice protocols (H.
323, SIP , SS7, ISDN), RTP, codecs Experience with NGN Experience in Telecom, PSTN, Core network or Core Switching Good knowledge of SBC, Media Gateways, Voice Gateways
If candidate has background in Microsoft, then s / he needs to be qualified in Microsoft Telephony product suites (voice domain) Experience in Lync 2013, Skype for Business 2015 is a must Experience with Microsoft partners such as Ribbon (Sonus), Audiocodes is a plus Experience in Teams is a plus Experience in Microsoft Lync / Skype for Business Core is a plus Experience in Active Directory, Windows Server 2008 / 2012, SCOM is a plus
Professional skills :
Business focused & target achiever
Good interpersonal and communication
Good time management
Ability to work under pressure
Problem solving & logical thinking
Ability to work on shift basis (night & weekend)
French language is a plus
English language proficiency is a must
24x7 remote support for all managed / co-managed voice infrastructure / technologies.
To own end to end voice incidents ensuring incidents / requests resolution within sevice level agreement.
To perform standard / complex changes for managed / co-managed IPTelephony solutions.
Customer Services & Operations
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.
Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.