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Enterprise Services Support Engineer

3.00 to 5.00 Years   Doha, Qatar   17 Dec, 2021
Vodafone Qatar
1 Jobs Openings
Job LocationDoha, Qatar
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryTelecommunications
Functional AreaNot Mentioned

Job Description

As a bold global technology leader, our products and services touch the lives of millions, as well as lending a huge helping hand to some of the country?s most crucial organisations. From contactless payments to connecting emergency services, our technology delivers some truly exciting initiatives, not to mention the incredible connections we make on a global level every single day. We rely on the brightest sparks to help us deliver new innovations. So if you believe, like we do, that technology can help us imagine, create and realise a more connected future ? then we need you to help us achieve that goal! We?re focused on building the best network, providing a knockout digital experience and giving back the very best to our customers. Not bad for a company you thought was just a mobile network provider, right? We?re here to prove we?re no one trick pony and our technology reach goes way further than you imagined. Read on to find out just how far....With us you will:

  • Be responsible for Managing the day to day activities of both Contact centre and Call collection solution.
  • Accountable for the support, troubleshooting and maintenance of Avaya Applications like Avaya Oceana Cx, AES, ACR, AEP,QM,CMS,WFO,PCI and CM
  • L2 Level Troubleshooting and support on CMS and AEP (Voice portal) under incident management
  • L3 Level troubleshooting and support on Avaya Products like AES, ACR
  • Deep Knowledge of Log analysis on supporting products AES, ACR and AAEP
  • Providing impact analysis of the changes and issues
  • Managing the E2E SLA with Both Contact Centre and Call Collection partners.
  • Providing Incidents Analysis to end customer and accountable to share RCAs on a timely manner.
  • Taking care of Day to day issues and ensuring closure of same within agreed SLA with suppliers and Customer.
  • Ensuring continuous engagement with business and solution team keeping the service in line with the customer?s expectations
  • Manage and work with various infrastructure teams, vendors, and peers
  • Controlling the Change Management Process for all service change requests ensuring documents updates
  • Ensuring timely submission of Service Level Reports with all concerned suppliers.
  • Ensuring backups for all Avaya and TATA products are maintained including Avaya servers, AES, CMS and AVP/EPM
  • Attending and Managing monthly/weekly/Adhoc meeting with end customer.
  • Ensuring to tigger the service credit process with all suppliers in case needed.
  • Managing Firewall and Switches infrastructure

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