Sr. Spec. DDIT IES Voice Engg

Job Description

Summary As a Senior Specialist Engineer will operate and support Novartis IP Telephony & MS Teams Telephony globally. Will drive standard global solutions in telephony, telecommunications & Contact Centre including all corporate telephony services while continuously improving service quality. About the Role Major accountabilities: Supervises service provider operation of a MS Teams telephony, Global AudioCodes Session border controller infrastructure & Cisco Unified Communications Manager clusters supporting several countries globally Understands MS Teams & IP Telephony, telecom, and Cisco IPT services including their components and processes, and serves as an expert of processes that enable or support the service. Ensures that the current and future service level requirements and procedures are identified, understood and documented appropriately (in SLA and service documents). Ensures effective monitoring, performance and continuous improvement of the service. Reviews and assesses service gaps and addresses gaps/risks where identified. Shared responsibility across MS Teams telephony & Cisco IPT service management for service records and documents (SOPs, Work Instructions, Service Operations Manual, etc). Liaises with the appropriate process owners throughout the service management lifecycle. Reviews, assesses and approves or rejects Changes to evaluate their impact on service quality. Ensures evaluation of changes relating to configuration items within the scope of the service. Good understanding of Water fall & SDLC model including HLCCD for Documentation. Ensures that the relevant people and teams from underpinning IT Services are engaged in the delivery and support of the service. Ensures that service level reports are produced for the service and that breaches of service level targets are highlighted, investigated and acted upon. Accepts complaints and escalates (where necessary) to reach resolution. Identifies opportunities for continues improvement for the service, delivers improvement plan and manages/coordinates them. Reviews and acts based on KPI reporting. Key performance indicators: Trained according to SOPs Continuous uptime of business telephony services Service request time to resolution Capacity management in line with forecasted demand. Incidents and resolution rate based on mean time to resolve by incident type KPIs on key ITSM processes maintained within desired levels. Demand management is supported within agreed SLAs for IP Telephony. Minimum Requirements: Work Experience: At least 8 years of working experience in MS Teams and Cisco call manager IP Telephony, network operations, or telecom Working experience with a range of network and UCC Tools, platforms, business Intelligence solutions, best practices for Service Management such as ITIL v3 Working experience with implementation of new processes or methodologies in complex organizations Skills: SKILLS/JOB RELATED KNOWLEDGE Microsoft Teams telephony and associated endpoints Audiocodes infrastructure for IP telephony Cisco Unified Communications Manager and full stack Cisco network infrastructure and telecom carrier products PSTN/telecom carrier services Demonstrated ability to manage geographically or functionally dispersed teams Understands the ITSM Tool stack, such as the required or underpinning IT Services and their service components. Excellent negotiating skills. Good understanding of business processes and objectives. Good understanding of Water fall & SDLC model including HLCCD for Documentation. Risk Management. Vendor Management. Languages : English. Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards Division Operations Business Unit CTS Location India Site Hyderabad (Office) Company / Legal Entity IN10 (FCRS = IN010) Novartis Healthcare Private Limited Alternative Location 1 INSURGENTES, Mexico Alternative Location 2 Prague, Czech Republic Functional Area Technology Transformation Job Type Full time Employment Type Regular Shift Work No