Role purpose:
To provide L2/L3 operational End User technical support in All Unified Communication areas of Instant Messaging (IM), Meetings/Webinars, Video Teleconferencing, Video Streaming, Video Portals and Video on Demand Systems over large geographically dispersed networks.
Will be also responsible for proactive Service monitoring, maintenance & reporting to achieve the desired QoS, also responsible for Service Administration and accountable for the operations performance/Quality, Responsible also for Change implementations, Core technical major incidents investigation and resolution.
Key accountabilities and decision ownership:
- Application Monitoring
- Perform daily Health check. To confirm service stability and perfect performance
- Service Administration
- Test Service updates and implement it after approvals
- Core Service configuration & Maintenance
- Manage all user access privilege and Roles
- Attend the Vendor meeting and make sure that the SLA between Vodafone group and is achieved
- Change Management and implementation
- Responsible for change Deployment plan creation
- Responsible for Implementation and testing all Service Changes
- Communicate/update Changes status. To users and management
- Coordinate between all Change parties, Before and during the after implementation
- Escalation and Incident Management
- Troubleshoot any crisis related to the service and work on resolution within the agreed SLA
- Escalate to vendor and management if needed
- Present the root-cause and preventive actions to management when needed
- Service operation management and reporting
- Assuring the operational SLAs & KPIs achievement,
- Adding value through creating innovative solutions for better support
- Trigger the Onsite technical support team in case of hardware failure or deployments
- Join the monthly Service Review Meetings with the customer with a complete repot to track the service KPIs and operational trends/issues
- Provides & Presenting all requested operational reports
Core competencies, knowledge and experience:
- Bachelor of telecommunications or computer engineering
- 3-7 years experiences in unified communication & collaboration Services support
- ITIL knowledge is a must
- Strong Troubleshooting and problem solving skills
- Very Strong Communication skills
- Strong analytical thinking
- Fluent English
Must have technical / professional qualifications:
- Excellent knowledge & Experience with Windows Servers management
- Database Administration background
- Excellent knowledge of IIS Configuration and support
- Excellent Knowledge with M.365 & Cloud solutions
- Excellent knowledge with Microsoft SQL server 2008 and Oracle DB
- Expert in networking, voice & video protocols SSH, FTP protocols, SIP & H323
- Experience in unified communication technologies and collaboration solutions
- Excellent Knowledge with networking theory, CCNA, Load balancing, FWs,
- Experience in M.365 & Cloud Services
- VMware AND VIRTULISATION
- Integrated MS Cloud Platforms
- MS Azure
- Power Apps
- Graph API
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