Voice Collaboration Managed Service Engineer

Job Requirements Collaboration Managed Services Engineer (L4) Job Summary The Collaboration Managed Services Engineer(L4) is responsible for ensuring a managed service is provided to all clients, ensuring that their voice, collaboration and or contact centre infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients. The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). This role focuses on senior support for escalated incidents and requests with a high level of complexity. This role ensures contracted Managed Services outcomes are delivered to the client. Primarily a Subject Matter Expert in Cloud Voice technologies (IP, VoIP, SBC, Carrier technology, etc.) and secondary an expert in either MS-Teams, Cisco UC (CCA, Teams, etc.), or contact centre, and to provide daily technical support to clients on these services. Key Role and Responsibilities Proactively monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in natureWorks independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA Provides timely and consistent updates of tickets with resolution tasks performedProactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely mannerCaptures all required and relevant information for immediate resolutionProvides forth level support to all escalated incidents, requests and identifies the root cause of incidents and problems, responds to tickets where third line engineer teams were unable to fix the problemShares such knowledge, to resolve issues, documents them, and pushes the knowledge down to other engineersCommunicates with other teams and clients for extending supportActs as emergency support contact as needed, for critical client and business-impacting issuesEnsures that the shift handover process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shiftSupports, tracks, and documents change implementationProvides timely escalation of all tickets to management with ensuing updates, where applicableProactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasksSystematically gathers relevant information and applies technical knowledge to analyse and uses highly technical troubleshooting tools and content and analytical practicesUses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environmentsCoaches Service Desk, Operations Center, and L3 teams offering technical expertise and pushing work down to other engineering teamsPerforms quality audits, covering process, service experience, ticket updates, etc as requiredKnowledge, Skills and Attributes Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record Deep technical skills in relevant functions Excellent client service orientation and passion for achieving or exceeding expectations Excellent written and verbal communication skills Ability to communicate and work across different cultures and social groups Ability to plan activities and projects well in advance, and takes into account possible changing circumstances Ability to maintain a positive outlook at work Ability to work well in a pressurized environment Ability to work hard and put in longer hours when it is necessary Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting Ability to adapt to changing circumstances Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey Academic Qualifications and Certifications Advanced degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience) IP, VoIP, Session Border Controllers (SBCs), Carrier technology experience and certifications. CCIE Certification or equivalent M365 Expert Certs Preference is a Masters in Computer Science or equivalent Certifications relevant to the services provided (certifications carry additional weightage on a candidates .