Incident Management Sr. Specialist

General Dynamics; Seattle (WA); On-site; USD 110,000 - 150,000; Full time

Job summary

General Dynamics recherche un spécialiste réseau/VoIP à Seattle pour assurer l’identification et la résolution des pannes Avaya et MS Teams, avec escalade coordonnée et communication fluide entre les groupes.

Vous gérerez les incidents, documenterez les procédures et contribuerez à l’amélioration continue des systèmes de communication d’entreprise, tout en respectant les délais et les standards de sécurité.

Qualifications

• Excellent compétence en dépannage et implémentation des composants Avaya et MS Teams (AACM, AES, Gateways, SBC).
• Bonne connaissance du dialplan, du provisioning et du routage.
• Connaissance Avaya Call Manager/Session Manager et Avaya Aura Messaging.
• Connaissance des équipements SIP/H.323/MGCP et des outils de traces CM.
• Compréhension des réseaux (VPN, NAT) et topologies LAN/WAN.
• Planification et coordination sous délais forts.
• Aptitudes en présentation et rédaction de rapports.

Responsibilities

• Identifier les pannes, dépanner et résoudre les défaillances TDM, Softswitch, VoIP et IPT.
• Faire liaison avec les groupes Orange/Equant pour résoudre les faults réseau et accès client.
• Enregistrer les pannes et suivre les tickets jusqu’à résolution.
• Escalader vers CTS3 et maintenir informés les responsables.
• Accepter les tickets et collaborer avec d autres groupes pour respecter les délais.
• Réaliser les analyses et les classifications des pannes sur le réseau.
• Mettre à jour les documents HLD/LLD et plan de capacité.

Skills

Avaya Call Manager

MS Teams

Troubleshooting avancé

VoIP & SIP

Réseau LAN/WAN

Capacité d’escalade

Gestion des incidents

Communication interculturelle

Education

BE / BTECH ou équivalent

Tools

Avaya Session Manager

Gateways/SBC (Sonus/AudioCodes/Acme)

MS Teams Apps

Job description

Full job description - votre rôle

• Perform identification of failure points, troubleshooting and resolution for TDM, Softswitch, VoIP, IPT & ECO system faults
• Liaise with the other Orange/Equant groups to resolve faults on the network and Customer access lines and equipment
• Log and track faults for Avaya & Skype voice / CC customers passed on by Service Desk and provide progress update reports until resolution
• Liaise with Level 3 support (CTS3) for fault escalation and resolution
• Resolve faults and alarms passed to CTS2 by Service Desk and ensure clearance procedures are applied and followed
• To ensure the correct analysis and classification of each fault as it occurs on the network
• To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to CTS3 as necessary, and provide them with all fault details
• To accept Tickets and able to work with other groups and organization to resolve problem within set times
• Any other tasks or projects relevant to job as assigned by the group manager
• Activate chronic procedures to CTS3 and Service Managers as necessary
• IPT & Contact Center HLD/LLD updates, Capacity Planning, Upgrades, Installation and Complex Changes

votre profil

• Advance troubleshooting/Implementation skills for Avaya & MS Teams Solutions components e.g. AACM, AES, Gateways, SBC etc
• Good troubleshooring knowledge of dialpan, translation, policy map, routing etc.
• Avaya Call Manager/Avaya Session Manager, Avaya Aura Messaging
• Session Border Controler (Sonus/AudioCodes/Acme)
• Knowledge of Avaya & MS Teams Apps
• Strong knowledge of Avaya & MS Teams Gateways, SIP/H.323/MGCP
• Understanding of CM traces and call identification
• Understanding of fundamental network technologies (VPNs, NAT, etc.)
• Qualified on Network, LAN/WAN topologies and protocols
• Ability to carefully plan and co-ordinate work according to a demanding time schedule
• Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization
• Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach
• Ability to handle critical situations
• Ability to deal with multiple tasks
• Presentation/Report writing skills
• Excellent problem solving skills are necessary
• Good office automation and PC literacy skills
• IT/Software skills are a great plus
• Proactive, self motivated and determined attitude
• Tenacity
• Flexibility in terms of 24*7 working hours

le plus de l'offre

• BE / BTECH or equivalent experience
• Formal certifications (i.e. Avaya-Voice, Microsoft Teams, CCNA)