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Telephony Incident Management Engineer - BTG/Microsoft -


Posted on September 12, 2019

2 - 4 years Cairo - Egypt

Any Graduation, Bachelor of Science(Computers). Any Nationality

Opening 01

Job Description

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about the role
• Work on 2 main technologies: switched Voice (known in OBS as BTG) and Microsoft Telephony (Lync, Skype for Business)
• Provide second level expert support for OBS customers in both technologies
• Ensure outstanding customer experience
• Own incidents/changes according to shift rules
• Own incident through its life ensuring service restoration & customer's business continuity
• Resolve incidents within the set (SLA/SLO) & our KPIs
• Ensure efficient analysis, troubleshooting and restoration of voice services including multivendor platforms & Orange core voice network
• Perform in-depth troubleshooting by checking CDRs, traces and all relevant logs
• Work with/ challenge carriers and vendors
• Log and track all action plan set during incident handling while ensuring regular updates to the customer in timely manner until resolution
• Ensure effective communication skills on all levels: with customer as well as internally to level 1 teams, Service Management
• Liaise with higher technical support levels, teams & vendors to drive incident resolution
• Initiate escalation procedures to higher technical levels when needed and provide them with all fault details
• Activate chronic procedures to respective groups and Voice Service Managers as necessary
• Keep management informed of major incidents and high impact
• Ensure continuous development and maintain up to date knowledge of different technologies
• To deliver efficiently any tasks or projects assigned by the group manager

Telecom / ISP

IT Software

Desired Candidate Profile

about you
• Engineering, Computer Sciences or Telecommunications degree
• Switched voice experience
• and/or Microsoft Lync/Skype for Business certification or equivalent experience
• CCNP voice or equivalent experience is a plus
• 2-4 years operational experience in Voice
• If candidate has Switched Voice background, s/he needs to be qualified in switched voice product suites
• Good knowledge of Voice protocols (H.323, SIP , SS7, ISDN), RTP, codecs
• Experience with NGN
• Experience in Telecom, PSTN, Core network or Core Switching
• Good knowledge of SBC, Media Gateways, Voice Gateways
• If candidate has background in Microsoft, then s/he needs to be qualified in Microsoft Telephony product suites (voice domain)
• Experience in Lync 2013, Skype for Business 2015 is a must
• Experience with Microsoft partners such as Ribbon (Sonus), Audiocodes is a plus
• Experience in Teams is a plus
• Experience in Microsoft Lync/Skype for Business Core is a plus
• Experience in Active Directory, Windows Server 2008/2012, SCOM is a plus
Professional skills:
• Customer oriented
• Business focused & target achiever
• Good interpersonal and communication
• Good time management
• Conflict management
• Ability to work under pressure
• Problem solving & logical thinking
• Team player
• Ability to work on shift basis (night & weekend)
• French language is a plus
• English language proficiency is a must


Telephony Incident Management Engineer - BTG/Microsoft -


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