Technology Analyst, Unified Communication

Technology Analyst - Unified Communication

Avensys is a reputed global IT professional services company, and our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. And we service a client base across banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

We are currently looking for Technology Analyst - Unified Communication. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below.

Job description

Searching for experience candidates for the position of Technical Specialist (Unified Communications) to support and maintain clients unique Unified Communications and Collaboration Solutions (Cloud Calling/Webex, Unified Communication Manager, IMP & MS Team Collaboration). Strong work ethic and posses ability as critical member of the team managing and solving complex Unified Communication task.

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 Experience (Cx) and devoted to Workspace Experiences (Wx) for our large clients at the 'top-end-oftown', 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 Optus 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

Essential / must have

• 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

Desirable / preferable

• 10 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
• CCIE Collaboration
• Ansible, Python
• Microsoft Teams UC or Cisco UC mastery
• MS-700 Managing Microsoft Teams
• Session Initiation Protocol (SIP)
• Oracle ACME SBC
• Audiocodes SBC
• SONUS/Ribbon SBC
• VOSS UC Management Suite

Behavioral (e.g. negotiation skills, presentation skills)

• Excellent written and verbal communication in English
• Team player who thrives in mentoring
• Attention to detail and pattern recognition
• Ability to perform under pressure
• Negotiation and interpersonal skills
• Flexibility in approach to problems

WHAT'S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to [HIDDEN TEXT] Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS

Consultant Name: Nithya

Reg No: 201201037177

Avensys Consulting Sdn Bhd

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