Major accountabilities:

• Supervises service provider operation of a MS Teams telephony, Global AudioCodes Session border controller infrastructure & Cisco Unified Communications Manager clusters supporting several countries globally
• Understands MS Teams & IP Telephony, telecom, and Cisco IPT services including their components and processes, and serves as an expert of processes that enable or support the service.
• Ensures that the current and future service level requirements and procedures are identified, understood and documented appropriately (in SLA and service documents).
• Ensures effective monitoring, performance and continuous improvement of the service. Reviews and assesses service gaps and addresses gaps/risks where identified. 
• Shared responsibility across MS Teams telephony & Cisco IPT service management for service records and documents (SOPs, Work Instructions, Service Operations Manual, etc). Liaises with the appropriate process owners throughout the service management lifecycle.
• Reviews, assesses and approves or rejects Changes to evaluate their impact on service quality. Ensures evaluation of changes relating to configuration items within the scope of the service.
• Good understanding of Water fall & SDLC model including HLCCD for Documentation.
• Ensures that the relevant people and teams from underpinning IT Services are engaged in the delivery and support of the service.
• Ensures that service level reports are produced for the service and that breaches of service level targets are highlighted, investigated and acted upon.
• Accepts complaints and escalates (where necessary) to reach resolution.
• Identifies opportunities for continues improvement for the service, delivers improvement plan and manages/coordinates them.
• Reviews and acts based on KPI reporting.

Key performance indicators:

• Trained according to SOPs
• Continuous uptime of business telephony services
• Service request time to resolution
• Capacity management in line with forecasted demand.
• Incidents and resolution rate based on mean time to resolve by incident type
• KPIs on key ITSM processes maintained within desired levels.
• Demand management is supported within agreed SLAs for IP Telephony.

Minimum Requirements:
Work Experience:

• At least 8 years of working experience in MS Teams and Cisco call manager IP Telephony, network operations, or telecom
• Working experience with a range of network and UCC Tools, platforms, business Intelligence solutions, best practices for Service Management such as ITIL v3
• Working experience with implementation of new processes or methodologies in complex organizations

Skills:

• SKILLS/JOB RELATED KNOWLEDGE
• Microsoft Teams telephony and associated endpoints
• Audiocodes infrastructure for IP telephony
• Cisco Unified Communications Manager and full stack Cisco network infrastructure and telecom carrier products
• PSTN/telecom carrier services
• Demonstrated ability to manage geographically or functionally dispersed teams
• Understands the ITSM Tool stack, such as the required or underpinning IT Services and their service components.
• Excellent negotiating skills.
• Good understanding of business processes and objectives.
• Good understanding of Water fall & SDLC model including HLCCD for Documentation.
• Risk Management.
• Vendor Management.

Languages :

• English.