Telecom Engineer – Incident Specialist
Client Reference Code: 207247-3
Seeking a telephony engineer focused on incident management. Must have excellent troubleshooting skills along with advanced triaging across multiple domains (technology (call center, network, server storage, etc.), people, and process).
MAJOR DUTIES AND RESPONSIBILITIES
This position will primarily work P3 to P5 incidents and requests from ServiceNow across all call center systems. This position will also be responsible for SLAs for P1 and P2 issues, host outage bridges, lead resource engagement and provide end of event summary.
Key focus areas include:
- Incident Management and complex incident ticket resolution
- Receive and manage priority escalations
- Provide guidance on control actions for Tier 1 event list
- Open and lead outage bridges and engage resources as necessary, providing regular communication and status updates
- Close out tickets with all event details required for KPI’s
- Participate in fix item weekly reviews
Familiar with ITIL Change Management processes. ITIL v3 certification training will be provided.
Researches and implements break/fix solutions on reported issues from internal ticket system.
Works extensively and builds effective relationships with the Customer Care, Telephony, IT, Engineering, and Network Operations teams.
Customer-focused, and actively and consistently supports all efforts to simplify and enhance the customer experience.
Expands role into other Customer Operations initiatives as required.
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and synthesize complex data
Ability to listen to and interpret the needs of the customer
Ability to maintain high levels of energy and create a positive environment
Ability to make decisions and solve problems while working under pressure
Ability to use personal computer and software applications (i.e. Microsoft Office etc.)
Ability to work with others to resolve problems, handle requests or situations employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
Exceptional written communications skills
Exceptional verbal communications skills
Knowledge of cable and telecommunications products and services (e.g., Cable/High Speed Internet/ Telephone)
Project management skills
Strong knowledge of telephony and customer support systems technology
Strong analytical approach to presenting recommendations and making decisions
Bachelor's degree in Electrical or Computer Engineering or related field, or equivalent experience
Minimum 8-10 Years experience in IVR-Telecom and advanced telecommunication systems
Travel as required
Must be willing to work flexible work schedules including evenings, weekends and holidays
Job Code : TWCETC320 IP Telephony Engineer III Exempt
TMP for Spectrum