Telephony Incident Management Engineer

Responsibilities:

• Troubleshoot, identify and resolve IPT (Cisco) and backbone voice Incidents.
• Troubleshoot, identify and resolve call center and access number faults.
• Troubleshoot value added services (Voice Mail, Attendant console , etc...)
• Document all troubleshooting and provide regular updates for all actions executed to solve customer's incidents via electronic case management system.
• Liaise with higher level support for incident escalation and resolution.
• To keep management informed of any major customer or network faults.
• Liaise with other internal teams to resolve faults affecting voice service.
• Activate escalation procedure with vendors when needed.
• Perform change management activities. (implement customer simple and complex changes ).
• Perform release management activities. (implement new release and upgrades)
• Act as escalation point for voice implement teams.
• To undertake any other reasonable task as assigned by the management team.