Job Description :
The Customer Support Apps team designs, develops, deploys and supports in-house and third-party contact center applications for client’s sales & support teams to improve sales productivity and customer satisfaction.
As a member of this team, you will play a major role to ensure smooth contact center operations, reliable communications with our clients, and developing and collaborating with a global team of operations engineers to recommend improvements and mitigate issues
Responsibilities:
Participate in on-call rotation of Incident Commanders alongside Operations Lead Engineers in a global follow-the-sun support model. Lead outage response across operations team, bringing in other teams, vendors, and suppliers as needed to resolve incidents.
Lead and participate in incident postmortems and make recommendations to prevent future incidents based on data gathered during the postmortem process.
Work with operations team, service owners and customer teams to plan and implement service and application upgrades and changes, including ensuring that postmortem action items are followed through to completion.
In collaboration with the team, plan and implement projects to increase resiliency, ensure system compliance, and configuration standardization.
Coordinate with internal engineering teams such as telecom, network, security, hardware, and data center teams, and external suppliers and carriers on incidents, changes, and requests.
Minimum qualifications:
Strong communication and leadership skills.
Comfort with operating in a fasted-paced environment with the ability to prioritize tasks.
Manage time efficiently, and navigate ambiguity.
5 years of experience supporting global infrastructure.
BA/BS degree or equivalent practical experience.
Preferred qualifications:
Experience in incident response and problem management at a global scale.
Strong understanding of complex IT infrastructure and ability to troubleshoot issues.
Strong customer service, organizational, prioritization and multitasking skills
Deep understanding in one or more of the following skill-set required within IT Operations: IP Telephony, Contact center, Linux. Networking, Proxy Servers, Security, Scripting & Automation, Application troubleshooting.