Cisco Voice operations level 3 -- VOIP Engineer-- Unified communications
Orange
Total years of experience :15 years, 10 Months
The B2GaaS is a fully managed telephony service solution provided by Orange.
Duties.:
- Be fully aware of Orange B2GaaS service & infrastructure.
- Be fully aware of B2GaaS services implemented on customer's site.
- Prepare release configuration for staging phase as per release plan.
- Analyze and implement release activities/configuration.
- Provide support to FOIS/on site engineer during release activities.
- Complete ATP (Acceptance Test Procedures) -within the approved time window- with FOIS and/or customer.
- Owning and fixing major issues that are directly and clearly related to the release activity.
- Share any major issues faced during the release with the project manager/release manager & operation teams.
- Provide the project manager with the list of outstanding activity or issues raised after performing the release activities.
- Provide expert support to TOC/operation teams after release activity roll-out when needed.
- Provide expert support if needed the release manager to perform feasibility study and risk assessment for release activities
Job Purpose:
To provide 24x7 support to end to end voice incidents.
Perform life-cycle change & release management functions. In addition to support
implementation teams.
Key Tasks and 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, Contact Center, Meeting Place, Telepresence 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.
- Incident Management activities through service failure or error restoration in order to minimize service interruption, and thereby ensure the smooth continuity of the customer's business operations .
- Troubleshooting, isolation, and restoration for faults and incidents for Cisco Unified communication (Voice domain) and Orange core voice network including multivendor backbone platforms.
- Liaise with the other Orange groups and vendors to resolve faults on the network and with the customer.
- Liaise with other technical support levels for fault escalation and resolution.
- Ensure the efficient analysis and classification of faults as they occur on the network.
- Ensure proper communication at all times.
- Keep management informed of any red alert customer and network faults and initiate escalation procedures to higher technical levels, providing them with any technical and logistics support required.
- Any tasks or projects as assigned by the group manager.
- Activate chronic procedures to respective groups and Voice Service Managers as necessary.
Worked as a customer technical support level-2(CTS-2) for Orange business services (France Telecom group), SITA DCSC Team, SITA Dedicated Customer Support Center.
B.Sc. in Electronics & Communication Engineering Arab Academy for Science & Technology, Alexandria, Egypt Graduation Project (2006-2007): "Wavelength Division Multiplexing in the infrastructure of the Telecommunication system" The Thesis was an application on the PSTN backbone in Egypt and how to replace it by the new technology of the DWDM. Thesis Grade: A (Excellent)