PURPOSEThe L2 Voice Operations position is a key role within the Command Center organisation to support the ever growing IP Telephony, Unified Communications & Collaboration products and services provided by SITA globally.
The role of the Command Center is to be the provider of end-to-end support to our customer base worldwide, thus the high level of expertise required to ensure the Command Center is fully self sufficient.
The primary focus is to ensure timely resolution of incidents brought to Level 2 and apply approved changes where applicable. As the specialist of IP Telephony, Unified Communications & Collaboration within the Command Center, you will also be accountable for driving resolution of major incidents during crisis mode.
Roles and responsibilities:
- Provide Customers with professional, timely and effective technical expertise on IP Telephony, Unified Communications & Collaboration services support.
- Support or Provision Customer voice network change on time and help to improve the process to “do right the first time”
- Providing voice service support by owning customers voice incident in the domain of IP Telephony, Unified Communications & Collaboration within a complex topology (Voice TDM, VoIP, IP Telephony, Call Centre, not managed LAN, IP Network routing or quality issues…) and developing a methodical approach to solve the incident or problem and escalate problem to supplier when appropriate. Individuals are capable of analyzing problems and resolve recurring difficulties through root cause analysis.
- Implementing IP Telephony, Unified Communications & Collaboration change request for customer on the SITA managed IP Telephony solution (Cisco, Avaya or 3rd party) as well as in the Cloud (Genesys)
- Maintain a comprehensive and update-to-date customer voice topology database
- Actively contribute to improve and map voice processes within ITIL frame work
- Contribute to the achievement of the customer satisfaction by proving a high level support
- Understanding complex IP Telephony integration with Contact Center, IP-PBX, SIP soft switch, Voice Gateway and Network
- Understanding IP Telephony integration with Cloud Service Provider such as Genesys, Microsoft etc
EXPERIENCE
- Bachelor's degree in computer science, Data Communications, Engineering (or equivalent)
- At least 4 - 5 years of experience in an operational role in a 24-7 organization
- Industry Technical Certifications such as CCNA Collaboration, CCNP Collaboration, Networking etc
- Excellent knowledge of Cisco UC solution (CSR 10.0+) including CUCM, CUC, IMP, UCCX/Finesse, Jabber, VG and endpoints
- Excellent knowledge on Cisco ISR G2/G3 as VG/CUBE
- Good knowledge of SIP / H.323 / MGCP / SCCP / ISDN
- Good knowledge of VMware ESXi and Cisco UCS-C server
- Good knowledge of Cloud Voice Providers & Services (Genesys, Microsoft)
- Knowledge of Cisco switches, routers and firewalls
- Knowledge of Microsoft AD, LDAP and ADFS
- Knowledge of Linux SSH / SFTP / TFTP / FTP / DHCP / NTP
- Knowledge of ITIL, IT and network components and principles.
- Knowledge of ATI Operations would be a strong benefit.
- Strong customer focused emphasis on getting the job done and supporting our customers first.
- Effective communicator at all levels of the organization and outside with customers or third parties
- Ability to be personable and tenacious as the situation requires
- Able to work effectively at all levels in an organization. Excellent active listening skills.
- Problem-solving and root cause identification skills. Strong analytic and decision-making abilities.
- Must be a team player and able to work with and through others.
- Ability to influence others and move toward a common vision or goal.
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)
⏰ Flex Day: Make your workday suit your life and plans.
🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.
🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
🚀 Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
