About the role

• 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.
• Perform in-depth troubleshooting.
• Work with/ challenge carriers and vendors in case of any chronic issue or Problem.
• 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.
• Full awareness of historical escalated incident, change or migration.
• Keep management informed of major incidents and high impact.
• Ensure continuous development and maintain up to date knowledge of different technologies.
• Provide direct guidance to the teams during day to day operations, to ensure quality of updates and direct the investigation.
• Provide the needed technical trainings for the team.
• Ensure BTG knowledge is well documented.
• Contribute in the convergence program for L1 teams or other concerned teams.
• Any other tasks or projects relevant to job as assigned by the group manager.