Senior UCC L3 Expert

• Provide the required professional technical support within customer operations and support the internal operational entities (level, level2, .. ect) toward faults resolution, changes validation and implementation.
• Lead major & complex incidents/problems ensuring resolution & root cause analysis.
• Lead and initiate projects resulted from problem management reports, interface with design and implementation teams.
• Develop problem management reports and proactive actions that reduces the incidents impacting globally the service.
• Develop trend analysis and prepare service improvement plans to address identified gaps and present the result to all concerned stakeholders.
• Technical escalation point for any critical/long pending incidents.
• Maintain a comprehensive understanding of all aspects of product delivery and operations.
• Mentor new joiners & deliver the enabling program.
• Technical assessment for newly implemented customers / sites before hand over to operation.
• Align with operation stakeholders such as Operation Technical Lead, Delhi L3 peers, BOM .. ect to fill any identified gaps.
• Work closely with Solution Consultant, Vendors and Service Providers to adequately review and test new customer solutions, design changes, identified vulnerabilities and bugs.
• Globally contribute in ESC lab ensuring we have the required environment for testing our services.
• Validate and maintain knowledge transfers.
• Contribute in developing the technical level within the team continuously through setting internal processes, initiatives and improvement plans.
• Maintain different types of docs and guides.
• Champion for our unified communication services from technical perspective, incident & problem part. Ensuring harmonization of the service among our different customers.
• Fulfill any reports required by management.
• Actively contribute in the different transversal programs (UCIE Synergy, SD convergence, CMD autonomy, etc.).
• To undertake any other reasonable task as assigned.

• Strong experience in Cisco Unified Collaboration domain for 4-6 years (MS Teams is big plus).
• Strong experience in IT domain, operational support & crises management (5-8 years).
• Good experience on Network “LAN/WAN” topologies and protocols.
• Cisco Certified Network Professional (CCNP) Collaboration (CCIE Collaboration is big plus).
• 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.
• Good office automation and PC literacy skills.
• Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
• Good time management, organizational and communication skills.
• Ability to work under pressure and deal with multiple tasks.
• Ability to coach and mentor peers and subordinates.
• Ability to lead and provide direction in resolving business critical problems at the highest organizational level.
• Presentation/Report writing skills.
• Ability to act as the customer representative with suppliers and vendors.
• Ability to build relationships with peer and management levels both with clients and the company management.
• Proactive, self-motivated and determined attitude.
• Excellent problem-solving skills are necessary.
• Flexibility in terms of working hours.
• Information Technology or Communication Bachelor holder or equivalent.
• English Proficiency.

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