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Incident Management Expert

3.00 to 5.00 Years   Gurugram   06 Jan, 2021
M/s orange business services
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryEducation / Training
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Key Accountabilities

  • Perform identification of failure points, troubleshooting and resolution for Genesys FCC system faults in customer and OBS network
  • Liaise with the other OBS groups to resolve contact center faults on the network.
  • Log and track faults for voice customers and provide progress update reports until resolution
  • Liaise with next level for fault escalation and resolution.
  • To oversee faults and alarms passed to CTS2 and ensure clearance procedures are applied and followed.
  • To ensure the correct analysis and classification of each fault as it occurs on the network
  • To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to next level as necessary, and provide them with all fault details
  • To accept Tickets and able to work with other groups and organization to resolve problem within set times.
  • Any other tasks or projects relevant to job as assigned by the group manager
  • Activate chronic procedures to next level and Service Managers as necessary
About You

Knowledge and Abilities

  • Troubleshooting skills on Genesys Framework v7. 6, v8. x Genesys Voice portal
  • Experience on reporting solutions (Informart contact center analyser) client interfaces (CCPulse Genesys Interactive Insights)
  • Knowledge on scripting of Voice XML, PHP Java
  • Experience on Automatic Speech Recognition Text to speech (Nuance, Talisma etc)
  • Cosmocom contact center knowledge would be added advantage
  • Working experience on different dialogic crads and Voice Gateways used in CC.
  • Configuration of E1/ T1 and understanding of related protocols (ISDN SIP)
  • Experience on Windows 2000/ 2003 and Linux/ Unix
  • Knowledge on database (mysql, mssqloracle) and SQL
  • Qualified on Network, LAN/ WAN topologies and protocols
  • Ability to carefully plan and co- ordinate work according to a demanding time schedule
  • Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross- functional organization.
  • Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
  • Ability to work under pressure.
  • Ability to deal with multiple tasks.
  • Presentation/ Report writing skills
  • Excellent problem solving skills are necessary.
  • Proactive, self motivated and determined attitude
  • Flexibility in terms of working hours.
  • English language proficiency required second/ multiple international language(s) proficiency beneficial.

    Education, Qualifications, and Certifications

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