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 nature
Works 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 performed
Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner
Captures all required and relevant information for immediate resolution
Provides 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 problem
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Shares such knowledge, to resolve issues, documents them, and pushes the knowledge down to other engineers
Communicates with other teams and clients for extending support
Acts as emergency support contact as needed, for critical client and business-impacting issues
Ensures 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 shift
Supports, tracks, and documents change implementation
Provides timely escalation of all tickets to management with ensuing updates, where applicable
Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks
Systematically gathers relevant information and applies technical knowledge to analyse and uses highly technical troubleshooting tools and content and analytical practices
Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
Coaches Service Desk, Operations Center, and L3 teams offering technical expertise and pushing work down to other engineering teams
Performs quality audits, covering process, service experience, ticket updates, etc as required
Knowledge, 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)
Preference is a Masters in Computer Science or equivalent
Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
Required Experience
Advanced Managed Services experience
Strong knowledge of SIP, VoIP and Session Border Controllers (SBCs)
Experience of working with PSTN Telco Carriers.
Advanced knowledge and experience in ticketing tools, preferably Service Now
Worked in multiple large Global Enterprise client outsourcing projects
Track record of effective shift left work management skills (moving work to junior levels)
Advanced experience and understanding of the IT industry and standards for IT service management
Advanced experience across Emerging technology and trends impacting IT operations including Ai Technologies.
Skills (core 6 to 8)
Excellent understanding of complex voice, video and other collab modalities & environments, including a detailed understanding of the devices that run them.
Excellent understanding and troubleshooting skills of networking & routing protocols including SIP, VOIP, Operator Connect. Excellent understanding of a range of vendor SBCs, Media Gateways, Call Recording and eSIM technologies.
Able to gather, interpret and present call quality metrics in a meaningful way.
Excellent understanding of Contact Centre and Collaboration tools such as Cisco WebEx, Microsoft Teams, Genesys Pure Cloud & how to troubleshoot them.
Excellent understanding of call flows, auto attendants and call queues.
Excellent management of third party carriers and partners to ensure ticket progress and resolution in a timely fashion. An appreciation and ability to troubleshoot issues with global number porting processes.
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