Company OverviewPosition Details:
Telecom Engineer – Level 2
Infrastructure Engineering – Telecom
Manager, Telephony Operations (Technical report, Global) & Manager, IT Operations (Line report, Local)
The Telecom Engineer will be part of Company’s Philippine Development and Operations Center (PDOC). The PDOC is a new, entrepreneurial organization within Company’s Technology Products group. PDOC staff will work closely with other Company locations to architect, support and deliver high-quality software solutions for Company’s business units worldwide. Japan local Telecom Engineer will work with PDOC global telephony team as well as local IT Operations and call center business teams.
Bachelor's degree in Information Technology, Computer Science, Engineering or equivalent.
Experiences, Skillsets & Personal Competencies
Job DescriptionKey Accountabilities
The Telecom Engineer administer problem, change and fault management applications. This includes installation, configuration and operational support of all Telephony platforms and servers. He/she is responsible for analyzing trend, data, capacity, and generate reports to IT Management. Responsibilities include:
Monitoring/tracking telephony related incidents and direct ownership for tracking the resolution of escalated incidents;
Level 1 + Level 2 triage / escalation of any critical alerts;
Ensures the TelecomOps team see all appropriate logs and alarms from equipment that are in production;
Works with TelecomOps Team to make appropriate improvements to the systems for productivity, effectiveness, and efficiency;
Designs, create and update policies, procedures, and computer programs which enhance and manage critical business operations;
Assists in the creation and preventive maintenance of computer systems;
Ensures ATOC notification and escalation procedures are accurately followed;
Reviews log files and other server monitoring data for problems and perform proactive maintenance;
Designs and develops extensive scripting and other automation tasks;
Ownership of building of Company’s technical knowledge base, run books and escalation policies for day-to-day issue resolution for telephony management;
Partners with other Company teams on a consistent basis in order to reduce systems downtime;
Effectively communicates critical and event status and impact to Management Staff.
Drives efficient resolution of all critical incidents;
Assists in the implementation of productivity enhancing tools and 3rd party/Open Source tools for systems administration activities;
Participates in 24x7 support and maintenance activities.
RequirementsQualifications - General
Bilingual is a must – Fluent level Japanese to communicate with local business and vendors. Business level English to communicate with Global teams (e.g. Telecom, DBA, Server, Linux, Windows teams)
Bachelor’s degree in Computer Engineering, Computer Sciences or related field (an equivalent combination of related education, training, and experience may be considered);
4-5 years experience in related work preferred;
Solid analytical, debugging and troubleshooting skills;
Solid interpersonal, communications, organizational and time management skills;
Strong self-motivation and the ability to work with minimal supervision;
Able to work in a fast paced environment;
History of working in conjunction with overseas Eastern/Western European firms or partners desirable.
Qualifications - Technical
Solid knowledge of Telephony equipment, including but not limited to Avaya, Cisco UCM, PureCloud Voice Infrastructure;
Strong knowledge on maintain/troubleshoot/administration of Avaya circuit packs (IPSI, CLAN, Medpro, VAL, Analog, SIP, CO cards);
Strong knowledge in creating and maintaining trunk groups, stations, VDNs, and splits.
Knowledgeable in maintaining and troubleshooting cloud voice platforms;
Knowledge of monitoring tools (Orion, Prognosis) is a plus;
Knowledge of compliance product (e.g. NICE) is a plus;
Knowledge of text mining product (e.g. Amivoice) is a plus:
Experience in implementing/supporting NextGen SBC
Knowledge in Avaya CMS Supervisor, AgentMap, StationLink is a plus
Experience in designing call routing using IVR, DB routing is a plus
Solid understanding of application transport and network infrastructure protocols (e.g., TCP/IP, DNS, and DHCP);
Certifications (Avaya, CUCM, ITIL) preferred.