Telephony Incident Management Expert Job Vacancy at Orange Telecom Egypt

Job Title:Telephony Incident Management Expert - VOC CTS2

Cairo,Egypt:City Stars Tower 2


ref : 529444

posted : 15 May 2012

apply before : 13 Aug 2012
company

Orange Business Services
activities

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
department

Customer Services & Operations
about the role

    troubleshoot, identify and resolve IPT (Cisco) and backbone voice Incidents.
    troubleshoot, identify and resolve call center and access number faults.
    troubleshoot value added services (Voice Mail, Attendant console , etc...)
    document all troubleshooting and provide regular updates for all actions executed to solve customer’s incidents via electronic case management system.
    liaise with higher level support for incident escalation and resolution.
    to keep management informed of any major customer or network faults.
    liaise with other internal teams to resolve faults affecting voice service.
    activate escalation procedure with vendors when needed.
    perform change management activities. (implement customer simple and complex changes ).
    perform release management activities. (implement new release and upgrades)
    act as escalation point for voice implement teams.
    to undertake any other reasonable task as assigned by the management team.

about you

    Engineering degree in telecommunications.
    2-3 years technical experience in Cisco IP telephony & Voice over IP.
    experience in operation & crisis management.
    strong voice experience (Cisco) product suites.
    good knowledge in Voice protocols (SS7, H323, MGCP, SIP, H248, etc...).
    good knowledge in network, LAN/WAN protocols.
    excellent problem solving skills.
    ability to work under pressure.
    ability to work in a multitask environment, dealing with multiple tasks.

additional information

Orange Business Services, Egypt MSC, is located at City Stars Complex at the heart of one of the biggest shopping malls in Cairo. We are a Global organization with exposure to customers of diverse nationalities & backgrounds.

Orange aims to be recognized as an employer of choice by and not limited to being an ethical & socially responsible employer, offering career & development opportunities, providing a positive quality of life at work, and recognizing & rewarding our people for individual & collective contributions to our success. Our benefits include supporting our people with the highest level of medical & life insurance to them, their spouses, & children while having a strong network to discounted rates at a number of providers.

contract

Permanent
How to Apply;
http://orange.jobs/jobs/search.do?CTNT=AFRICA&lang=EN