Senior Service Operations Specialist

The L2 Voice Operations position is a key role within the Command Center supporting SITAs global IP Telephony Unified Communications and Collaboration products and services. The Command Center provides end-to-end support to a worldwide customer base requiring high technical expertise to remain fully self-sufficient.

The primary focus is ensuringtimely resolution of Level 2 incidents and implementing approved changes where applicable. As the specialist in IP Telephony Unified Communications and Collaboration the role is also accountable for driving resolution of major incidents in crisis situations.

• Provide customers with professional timely and effective technical expertise for IP Telephony Unified Communications and Collaboration services.

• Support or provision customer voice network changes on time focusing on process improvement and first-time-right execution.

• Own voice service incidents in IP Telephony Unified Communications and Collaboration domains across complex topologies (Voice TDM VoIP Call Centers unmanaged LAN IP routing or quality issues) and apply a methodical problem-solving approach with escalation to suppliers as needed.

• Implement change requests for Cisco AudioCodes SBCs and Genesys Cloud solutions.

• Maintain an up-to-date customer voice topology database.

• Actively contribute to process improvement and mapping within the ITIL framework.

• Drive customer satisfaction by delivering high-quality support.

• Understand complex integrations: Contact Center IP-PBX SIP Voice Gateway and network interconnection.

• Support integrations with Cloud Service Providers (Genesys Microsoft etc.).

• Expertise in IP Telephony Unified Communications and Collaboration platforms (Cisco CUCM CUBE/ISR VG Cisco Unity Connection Genesys Cloud AudioCodes SBCs third-party integrations).

• VoIP protocols: SIP H.323 MGCP SCCP ISDN; advanced troubleshooting in mixed TDM/IP environments.

• Customer service mindset: proactive ownership of incidents until resolution.

• Ability to work in global 24x7 operations with rotating shifts.

• Analytical and troubleshooting skills for complex voice network and UC issues with root cause analysis capability.

• Collaboration skills: effective interaction with peers management customers and third-party providers.

• Ability to configure and troubleshoot Voice Gateways SIP trunks CUCM dial plans Cloud integrations (Genesys Cloud Microsoft Teams) LAN/WAN infrastructure and VMware ESXi.

• Experience with ITIL processes (incident change problem management).

• Capable of mentoring and onboarding new team members.

• Strong organizational skills to manage incidents and changes effectively.

PROFESSIONAL COMPETENCIES

• Adhering to Principles & Values

• Clear and Effective Communication

• Customer Focus & Relationship Management

• Problem Solving & Innovation

• Impact & Influence in Major Incident Scenarios

• Leading Execution in Crisis Mode

• Results Orientation

• Teamwork and Collaboration

• Industry certifications: CCNA/CCNP Collaboration CCIE GCX-GCP.

• ITIL Foundation Certificate.

• Bachelors degree or equivalent diploma/certificate in Computer Science Electronic Engineering or Telecommunications.

WHAT WE OFFER

Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were really proud of our inclusive environment. Our offices are comfortable and fun places to work and we make sure you get to work from home too. Find out what its like to join our team and take a step closer to your best life ever.

Flex Week: Work from home up to 2 days/week (depending on your teams needs)

Flex Day: Make your workday suit your life and plans.

Flex-Location: Take up to 30 days a year to work from any location in the world.

Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP) for you and your dependents 24/7 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development: Level up your skills with our training platforms including LinkedIn Learning!

Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse support of our Employment Equity Program we encourage women aboriginal people members of visible minorities and/or persons with disabilities to apply and self-identify in the application process.