Job Description :
Since the team is global and its members are spread in several countries, you must be a team player with excellent communication skills
You are autonomous with good reporting skills, and enjoy working with people not necessarily sitting next to you.
You are fluent in English, both spoken and written, and have a result oriented and logical personality, with an open attitude.
You enjoy and preferably have experience in building solutions based on requirements, writing documentation, defining processes and sharing knowledge with the other members of your team.
Ability to work unsupervised, work proactively, Commitment to getting the job done, excellent troubleshooting skills
Work towards resolution of incidents reported by users/monitoring tool - within SLA.
Coordinate with product and service vendors on Support Requests for problem diagnostics, log collection and problem resolution.
Coordinate with various supports teams (like network, server, Support desk, AMT, Client support team) as appropriate, to address related incidents.
Awareness of ITIL framework and familiarity with ITSM Tools (like Remedy/ServiceNow etc )
Job Responsibilities:
Your day-to-day work will be shared between the following main activities:
Practical experience in working with support towards end users by Incident, Problem, Change management
Act as an interface to the customers for questions regarding the service
Act as an interface to the service desk organisation
Act as an interface to the providers/carriers
Taking part in implementations of New sites/products/projects in UCC systems as per the laid down processes
Ability to identify requirements in dialog with business and transform them as clear requirements towards vendors.
Comfortable working with diverse and global teams and building relationships across organizational boundaries
Negotiate Contract & Billings with External Vendors & Service Providers
Review the contract agreement yearly.
Invoice verification & correction for different vendors
Coordinate with the vendors periodically for seamless operations
Practical experience in managing Telecom costs and reporting
Knowledge in managing or rolling out providers and/or new services in the UCC area
Managing Telecom costs and reporting questions from customers
Have a positive attitude to change and welcome new opportunities
Good documentation skills in a business language.
Required Skills: (Mandatory)
Knowledge and experience within mobile telephony for enterprises
Knowledge and experience of the telecom industry
Follow up towards providers with in telecom industry witn in US but also Globally (NA/SA/EU/APAC)
Good to Have Skills:
Maintaining and support Cisco telecom infrastructure, eg Unified Contact Center Enterprise (UCCE/IPCC 10.X) , Cisco Unified Communications Manager (CUCM 10.5
Maintain and create documentation of the environment and operational procedures.