Technology Analyst (TAC Unified Communications)

JOB RESPONSIBILITIES:
In this role, your primary focus will be the operational ownership, management and resolution of technical services related to Unified Communications, Collaboration and Productivity domains as a part of Advanced Technical Assistance Centre (ATAC) team based in Malaysia.

As a highly-engaged subject matter expert with deep hands-on experience in either Cisco or Microsoft UC & Collaboration technologies with enterprise-grade Session Border gateway experience, intimate with Session Initiation Protocol (SIP), you will be working in a team of top-tier technical operators, obsessed with Client Experience (Cx) and devoted to Workspace Experiences (Wx) for our large clients at the ‘top-end-of-town’, working complex cases within a mature ITIL service management framework.

You will also provide technical leadership and mentoring to the Technical Analysts on the frontline of our service, ensuring a strong capability throughout the depth of the team.

KEY ACCOUNTABILITIES

• CX-Obsessed – Ensuring the highest levels of client experience and satisfaction in every transaction
• Taking Ownership & Following Up (TOFU)
  Owning technical issues escalated to you, through to resolution and completion
• Leverage systems, tools, automation and AI Ops to resolve issues programmatically
• Adhere to ATAC service management processes and frameworks
  Meet or exceed contracted service SLA’s
• Work collaboratively with other ATAC technical teams on operational tasks as required
• Deliver service improvements and strategic initiatives across the Collaboration technology corridor
• Perform problem management on any relevant problem cases in support of the Problem Management Team
• Work closely with client Product & Solutions teams, providing guidance and insight from your vast technical experience
• Develop service optimization initiatives for our clients and services
• Continual personal development aligned with the industry and organizational strategies

QUALIFICATIONS / EXPERIENCE / KNOWLEDGE REQUIRED

• Candidate must possess at least a Professional Certificate, Diploma, Post Graduate Diploma, Advanced/ Higher/ Graduate Diploma, Bachelor's Degree or Professional Degree in Computer Science/ Information Technology, Engineering (Computer/Telecommunication) or equivalent industry qualifications in ICT, engineering, signals, Collaboration and Unified Comms
• Minimum 5 years’ experience in technical operations and managed services based on industry best practice frameworks such as ITIL

Professional/technical skills

• CCNP Collaboration or equivalent experience
• Familiar with automation and scripting
• Microsoft Teams UC or Cisco UC mastery
• Session Initiation Protocol (SIP)
• CCIE Collaboration
• Ansible, Python
• MS-700 Managing Microsoft Teams
• Oracle ACME SBC
• Audiocodes SBC
• SONUS/Ribbon SBC
• VOSS UC Management Suite