Voice Collaboration Managed Service Engineer

Job Description

Job Requirements

Collaboration Managed Services Engineer (L4)

Job Summary

The Collaboration Managed Services Engineer(L4) is responsible for ensuring a managed service is provided to all clients, ensuring that their voice, collaboration and or contact centre infrastructure and systems remain operational.

This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.

The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). This role focuses on senior support for escalated incidents and requests with a high level of complexity. This role ensures contracted Managed Services outcomes are delivered to the client.

Primarily a Subject Matter Expert in Cloud Voice technologies (IP, VoIP, SBC, Carrier technology, etc.) and secondary an expert in either MS-Teams, Cisco UC (CCA, Teams, etc.), or contact centre, and to provide daily technical support to clients on these services.

Key Role and Responsibilities

• Proactively monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature
• Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within the agreed SLA Provides timely and consistent updates of tickets with resolution tasks performed
• Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner
• Captures all required and relevant information for immediate resolution
• Provides forth level support to all escalated incidents, requests and identifies the root cause of incidents and problems, responds to tickets where third line engineer teams were unable to fix the problem
• Shares such knowledge, to resolve issues, documents them, and pushes the knowledge down to other engineers
• Communicates with other teams and clients for extending support
• Acts as emergency support contact as needed, for critical client and business-impacting issues
• Ensures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift
• Supports, tracks, and documents change implementation
• Provides timely escalation of all tickets to management with ensuing updates, where applicable
• Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks
• Systematically gathers relevant information and applies technical knowledge to analyse and uses highly technical troubleshooting tools and content and analytical practices
• Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
• Coaches Service Desk, Operations Center, and L3 teams offering technical expertise and pushing work down to other engineering teams
• Performs quality audits, covering process, service experience, ticket updates, etc as required

Knowledge, Skills and Attributes

Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record

Deep technical skills in relevant functions

Excellent client service orientation and passion for achieving or exceeding expectations

Excellent written and verbal communication skills

Ability to communicate and work across different cultures and social groups

Ability to plan activities and projects well in advance, and takes into account possible changing circumstances

Ability to maintain a positive outlook at work

Ability to work well in a pressurized environment

Ability to work hard and put in longer hours when it is necessary

Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

Ability to adapt to changing circumstances

Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey

Academic Qualifications and Certifications

Advanced degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)

IP, VoIP, Session Border Controllers (SBCs), Carrier technology experience and certifications.

CCIE Certification or equivalent

M365 Expert Certs

Preference is a Masters in Computer Science or equivalent

Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

Required Experience

Advanced Managed Services experience

Strong knowledge of SIP, VoIP and Session Border Controllers (SBCs)

Experience of working with PSTN Telco Carriers.

Advanced knowledge and experience in ticketing tools, preferably Service Now

Worked in multiple large Global Enterprise client outsourcing projects

Track record of effective shift left work management skills (moving work to junior levels)

Advanced experience and understanding of the IT industry and standards for IT service management

Advanced experience across Emerging technology and trends impacting IT operations including Ai Technologies.

Skills (core 6 to 8)

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