Incident Management Sr. Specialist

Orange

Gurgaon, Haryana
Permanent
Full-time

1 month ago

about the rolePerform identification of failure points, troubleshooting and resolution for TDM, Softswitch, VoIP, IPT & ECO system faultsLiaise with the other Orange/Equant groups to resolve faults on the network and Customer access lines and equipmentLog and track faults for Avaya & Skype voice / CC customers passed on by Service Desk and provide progress update reports until resolutionLiaise 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 followedTo ensure the correct analysis and classification of each fault as it occurs on the networkTo 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 detailsTo 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 managerActivate chronic procedures to CTS3 and Service Managers as necessaryIPT & Contact Center HLD/LLD updates, Capacity Planning, Upgrades, Installation and Complex Changesabout you

Advance troubleshooting/Implementation skills for Avaya & microsoft teams DR routing Solutions componets e.g. AACM, AES, Gateways, Audiocodes SBC, Tennant management, Ribbon SBC etc

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 & MS Teams Apps

Strong knowledge of Avaya & MS Teams SBC, 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.

additional informationBE / BTECH or equivalent experienceFormal certifications (i.e.Avaya-Voice, Microsoft Teams, CCNA.)contractRegular

Orange

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