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