- Supervise the Communication support in the performance of their duties and in the general execution of the day-to-day activities.
- Assist the Voice & Data Teams.
- Utilize the trouble ticketing system to reflect the status of all the pending/resolved complaints.
- Escalate unsolved problems according to the escalation procedures.
- Define routine checks and backups.
- Prepare regular reports regarding the PBX and the data network performance.
- Responsible for the maintenance and upgrades of the NMSs (network management system).
- Send Incident Notification reports to different depts. before planned outage.
- On-call in case of emergency.
- Plan shift schedule.
- Review the opened trouble tickets and ensure that all requests are coordinated, monitored, logged, and resolved appropriately
- Ensure that the operation of the NOC meets customer SLA requirements
- Study system enhancement, integration, analysis, design, etc.)
- Receive inquiries from different teams regarding current or planned projects and takes appropriate action to resolve problems or plan for upgrades.
- Takes appropriate action to resolve problems or plan for upgrades upon inquiries Received from different teams regarding current or planned projects.
Bachelor’s Degree in telecommunication engineering or similar field.6+ years of experience in same field & job title.Technical Hands-on experience with Avaya call center Elite, Cisco UCCE.Knowledge of Genesys solution.Knowledge of PCI, ISMS.Hands-on experience with SBC, session Manager, ACR, CTI, experience portal, Verint WFO, Voice Gateways, Cubes, CVP, CUCM.Knowledge of CRM, SMS GW integrations with Avaya and Cisco.Knowledge of Call Center ACD features.Basic knowlage about routing and switching.Excellent English language, Writing and Speaking.