Voice Tech Lead

Job Description

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.Want to be a part of our team Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Survey Tip: In software companies this position generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. In a less sophisticated environment, as with many applications products where the user is nontechnical, this position would generally interact with product support personnel and potentially the customer when the customer s problem cannot be resolved directly by first-level resources.Working at NTTTechnology :IPT Infra /CCNP Voice, Cisco Unified Communications Manager , CUCM Cluster, UCCX , UCS along with cloud/Cube voice cloud experience would be a value-add.Job Description Document Position: Managed Service Technical LeadHigh-Level JD a) Supporting the respective Client Delivery Manager (CDM) and Operation Managers (OM) in ensuring the effective delivery of the Dimension Data Services through the effective use of tools and other technical matters b) The management of network technical escalated; incident and problem management; security incident responses and management. c) Responsible for internal Dimension Data operations processes, documentation and communication d) Assist in the Technical assessment of support personnel e) Assist in the Development of the Performance Promise and Key Performance Indicators f) Assist in the completion of personnel skills assessment g) Critical event management including the escalation and involvement of the appropriate personnel as per the escalation matrix h) Attend to Problem Review Meetings and Change Meetings where applicable i) Responsible for the overall proper safekeeping of operation support documentations j) Gather user hosting requirement, do product research, if necessary, of users products, do network assessment and advice various teams for network related requirements. k) Own and manage the trivial technical incident from inception to resolution. l) Drive the effective delivery of the agreed services through the effective use of tools and other technical matters. m) Ensure work instructions, known errors and all related information are documented and updated. n) Work with SDM and Operations Manager in planning knowledge sharing sessions and training. o) Critical event management including the escalation & involvement of the appropriate personnel as per the escalation matrix. p) Change Management oversight. q) Ensure 24/7 availability as the key technical contact related to any technical escalation. Office hours for the Technical Manager: Monday - Friday 0900 to 1800 hours, excluding public holidays. Required Work Experience: At least 10 years relevant experience At least 8 years experience as a Technical Team Leader within the Technology Industry Engineering background with CCNA/CCNP or CCIE CollaboratioWhat will make you a good fit for the role Standard career level descriptor for job level: Have wide-ranging experience Uses professional concepts and company objectives to solve complex issues in creative ways Networks with others outside own area of expertise Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results May coordinate others activities Typically requires significant related experience with a Bachelor s or equivalent degreeJoin our growing global team and accelerate your career with us. Apply today.Equal opportunity employer NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.,

Keyskills :
operations processesunified communicationstechnical supportkey performance indicatorsproblem managementucscisco unified communicationsknowledge sharingfitcciework instructionscucmchange management