Voice Network Engineer (L3 Global support)

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Management and resolution of changes and critical/major escalated problem incidents within a Global Managed Service Support environment which comprises the following areas:

*IP Telephony infrastructure support
*Cisco Call Center infrastructure support
*IP Services incl. DNS, DHCP, Proxy

The focus of this role is to have very strong Voice technology knowledge and experience, combined preferably with an underlying all-around general knowledge of network technology.
This role sits outside the day-to-day operations support teams, however will interface with operations support if required during escalations.
The appropriate certifications will be required, as detailed below.


The role requires an individual with the following qualities:
*An excellent knowledge in voice services, general knowledge of network services.
*Extensive experience in assessing, managing, and implementing changes in business critical environments
*Extensive experience in managing and resolving escalated major problem incidents in business critical environments
*Excellent oral and written skills in English
*Rapid self-starting capability, flexible, a strong willingness to learn and able to work in a multicultural team
*Highly ethical and a high degree of professionalism
*Able to develop a sound and trusted relationship with the Client and operations support team/s
*Consistently meet service levels and to achieve high customer satisfaction rating
*Able to take up shift rotation in a 24x7 support environment

The primary responsibility is to handle, track, and manage major changes and escalated critical/major problem incidents until closure. The key functions are outlined below:
*Critical and Major Incident Management collaboration activities on a 24/7 basis. This will be across multiple technology domains i.e. voice, networketc
*To take ownership of Critical and Major Incidents to conclusion
*End to end Incident and Change Management
*Direct coordination 3rd parties e.g. other MSPs, to provide Incident and Change Management
*Change Management communications, approvals and escalations
*Direct escalations to partners for HW/SW maintenance requests
*Stakeholder management with telco carrier partners for incidents/changes
*Participate with operational support team/s in project/upgrade meetings as necessary from an operational perspective
*Responsibility for reviewing all related changes and inputting into change-tracking system
*Provide technical guidance to operational support teams as required
*Ensure all changes and problem incidents are processed within SLA
*Provide standby support on weekends and after office hours for critical changes
*Perform skills transfer
*Attend to escalated support calls from operations support and cross functional teams
*Ensure Incidents and changes are processed as per the operational guidelines and processes


General CV submission 


Country: Singapore
Employment Type: Full time
Salary: Open