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Voice Services Delivery&Support Specialist

Vodafone Telekomünikasyon A.Ş.

İstanbul(Avr.), İstanbul(Asya)

İş Yerinde

İş Yerinde

Job Type

Full-Time

Position Level

New starter

Department

Technology

Technology

Application Count

199 application

Job Type

Full-Time

Position Level

New starter

Application Count

199 application

Department

Technology

QUALIFICATIONS AND JOB DESCRIPTION

Fixed Voice Operation Management
•    Accountable for resolving corporate customer incidents&requests occurred on VFNET Voice Core Network Infrastructure within agreed KPI’s
•    Accountable for ensuring high level of customer satisfaction within the Level2 fixed voice customer operations
•    Fault Management of customer voice networks
•    To provide periodical trainings to Level1 teams
•    To be in collaboration with third party vendors, partners and other Telecom operators 
•    To ensure to provide their service level (availability, ASR, NER) within agreed KPI’s. To ensure to have their configuration backups periodically. 
•    Accountable for coordinating field support team for customer incidents and to ensure this operation within agreed KPI’s 
•    Accountable for visiting customers after the voice related customer complaints in order to present resolution plan and following the whole process until to have permanent solution 
•    Accountable for ensuring and implementing security policy rules defined in VFNET security policy to customer voice devices. To make periodical security controls of the devices
•    Accountable for working with the third level voice team in case of core voice related problems
Voice Installation and Provisioning Management
•    High Level & Low Level Design of voice customer projects 
•    Accountable for defining voice customer network installation standards and configuration procedures
•    Configuring VFNET Session Border Controllers in order to provision customer projects  
•    Managing of the voice customer installation processes such as; customer CPE configuration, call tests with customer IT departments, PBX integration test with vendors, etc.
•    To make security policy controls for new voice projects
•    To take over the operation responsibility from Project Delivery team after the completion of the project 
•    Accountable for ensuring accurate Configuration Item Database and making periodical checks
Voice Product & Solution Management
•    Planning, designing and implementing voice related services & products in order to have new services, capabilities or service improvements
•    Pre-analyzing of customer voice infrastructures especially for special and big projects working with presales and sales teams
•    Visiting customers with sales & pre-sales teams in order to make accurate voice planning and designing
Customer Voice Network Planning
•    Accountable for analyzing of customer voice infrastructures especially for special and big projects.  Planning, designing and implementing necessary configurations in order to have new capabilities or service improvements
•    Accountable for visiting customers before starting complex projects in order to make accurate planning, designing. Implementing of the planned customer voice network design


Competency / Performance Drivers


•    Fluent in English
•    Excellent Problem Solving Skills
•    Result Oriented
•    Customer Support Operations Management Skills
•    Partner & Eco-System Management Skills
•    Process Improvement & Optimization 
•    Planning and Organization Management Skills
•    Advance Troubleshooting Skills 
•    Advance Communication Skills 
•    Analytical Thinking
•    Energetic & Motivated & Enthusiastic Towards Learning
•    Having Strong Interpersonal Communication skills 


Technical / Professional Expertise
Qualifications

•    Degree qualified in Engineering discipline preferably Telecommunication, Electronics, Electricity or Computer Science 

Knowledge of specific 
•    Minimum 1 year relevant telecom experience 
•    Minimum 1 year hands on experience in Voice Network Operations
•    Minimum 1 year hand on experience of Audiocodes, Quintum, Cisco voice gateway and Softswitch&SBC management
•    Good Understanding of Fixed & Mobile Telephony Services and Products
•    Good Understanding of Voice Network Protocols & Technologies (SIP, Q931, ISUP, PSTN, Cloud PBX, etc)
•    Good understanding of IP Network Technologies  
•    Certification or accreditation in CCNA/CCNA Voice/CCNA Collaboration



Preferred Candidate

No experience preference
Bachelor’s(Graduate)

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