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Noc Voice Engineer

General Datatech, L.P.
Full Time
Remote
Posted 7 days ago
Job description
GDT employs the most talented, tenured and certified professionals in the industry. We have always maintained a customer- first business model, which has helped transform our organization into one of the industry’s innovator, solution providers, and shared service experts. Be the solution. Keep clients happy. Provide intellectual value. Consistency. Be sticky. Help your fellow GDT-ers. Teach. Mentor. Lend a hand. Grow. Be professional, be engaged. ALWAYS. Full Job Description This resource is for Siemens Voice Level 2 support. This includes but is not limited to resolving production outages, and providing a point of escalation for client and internal technology resources. The position needs to handle/manage all aspects of the core Siemens system voice infrastructure in an effective manner and without any interruptions.

Description: Operations technician responsible for support of Siemens Voice platforms and interconnectivity with Enterprise telephony, Contact Center, and Transport-including external carrier. The role requires working closely with vendors and management of internal teams. Tasks focus on incident management, risk assessment, escalation, system restoration, and break/fix scenarios. Additional requirements include participating in change and problem management reviews, and working with other support teams to manage, triage, and resolve issues expeditiously.
Responsibilities
Incident management activities include:
  • Operational ownership of incident during triage
  • Escalation to appropriate teams and vendors
  • Resolution of complex and urgent issues
  • Drive and manage RCA delivery by vendors
  • Oversee break/fix timeline, escalate, and ensure test plan is executed fully
  • Ensure incidents are closed within SLA
Change management activities include:
  • Scheduling vendor resources to perform work during off-hours
  • Reviewing change to ensure proper documentation, due diligence, and change rigor in place within the system of record
  • Arrange and participate in peer change review
  • Manage change escalations and approval process as required by an Incident or Change Condition.
  • Drive vendor and support partners to ensure problem records are executed in a timely manner Capacity Management
  • Review capacity reports with team members and vendors.
  • Address any capacity deficiencies by engaging an equivalent process.
  • Ensure capacity reports are functioning as expected.
  • Propose new and improved ways to provide reporting capability through additional automation.

Required Skills
  • Minimum 5 years of operational engineering expertise with Voice Networking, including SIP, Carrier, e911, Contact Center, IVR, CTI and VOIP technologies.
  • Operational Engineering experience with other voice, and data network technologies demonstrable by certification and/or work history .
  • Excellent written and verbal communication skills.
  • Extensive experience with technical troubleshooting methodology.
  • Strong risk management skills; able to understand urgency, and assess impact.
  • Ability to work in a highly visible environment.
  • Understand concept of operational excellence and strive to improve environment.
  • Strong inter-personal skills; able to work both independently and in a team environment.

Desired Skills:
  • Siemens focus platform support experience.
  • Automation skills to reduce manual activities.
  • Proven team player who can work comfortably in a multicultural environment.
  • Proven ability to work independently, multi task and effectively work in a complex environment with a global team structure.
  • Excellent verbal and written communication skills; Strong influencer, facilitator, and collaborator.
  • Detail oriented and organized.
  • Must be pro-active, enthusiastic, flexible, results-driven with attention to details.
  • Strong problem solving and critical thinking skills.
  • Motivation to achieve results and the ability to quickly integrate into teams.
  • Ability to work in an ambiguous environment and draw and defend results and conclusions.
  • Ability to work in a dynamic and team-oriented environment.
  • Ability to balance a significant workload, prioritize and multitask.

GDT IS AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sex, marital status, gender identity or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

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