Incident Management Sr. Specialist

Incident Management Sr. Specialist

Orange
India
Not Specified
Not Specified

Job Description


JOB DESCRIPTION
about the role
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
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 & Skype Apps
Strong knowledge of Avaya & Skype Voice Gateways, 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.
department
Customer Services & Operations

Job Details

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IT

About Orange

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.

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