Client responsibilities
► Keep our non-legacy IPT systems in an operational healthy state
► Managing incidents, first impact analysis & communications and escalations
► Emergency change execution
► Configuration of special features like hunt groups/call pickup groups
► Capacity Management
· Regularly checking that there are sufficient licenses (capacity management) and voicemail space.
· Manage system resources (capacity planning) – tuning
· Extension management / numbering plans,
► Extension management / numbering plans
· Managing the whole number plan and global international routing tables
· Provide new blocks in case of number block exhaustion
► Recurring system tasks
· Checking backups
· Analyzing error logs
· Patch management
· Capacity checks (see capacity management)
· Proactive system health checks
· Provide Telephony Ops with a single point of contact
► Gateway configurations and changes
► Asset/configuration database management
► Maintaining and ensuring compliance to Ernst & Young's Global Code of Connection security standards
► Regular reporting of KPIs, system resources, licenses, etc
► Device configuration auditing, tool inventory audits
► Supporting our local Onsite Services and centralized Remote Services organizations
People responsibilities
► Typical challenges for this function are to ensure that our telephony systems are operational 24x5 globally; resolving outages on our systems world-wide and proactively manage and monitor the systems to ensure the agreed availability and service quality.
► Decision making responsibilities are related to resolving technical issues within our service description.
Skills Requirements
► BE/BTech/MCA/BSc
► 3-5 years in a telecommunications operational role
► Technical experience is a large diverse voice environment
► Cisco CCNA
► CCVP or Alcatel/Lucent ACFE certified
► Knowledge of IPCC, Unity and Cisco Contact center is a pro
► Knowledge and proven experience in the use of ITIL within and operational organization
► Fluent English skills in speech and writing
► Communicative personality
► Strong teamwork and collaboration skills
► Excellent documentation skills
Technical Skills
► Technical experience in a large diverse voice environment
► Cisco CCNA
► CCVP or Alcatel/Lucent ACFE certified
► Knowledge of IPCC, Unity and Cisco Contact center is a pro
► Knowledge and proven experience in the use of ITIL within and operational organization
