Ucc Operation Technical Lead

Responsibilities:

• To provide level4 of professional technical support and resolve complex customer issues and lead crises management once required.
• Act as the high level of technical escalation within customer operations and support the internal operational entities (level, level2, level3,. ect) toward faults resolution, complex changes validation and implementation.
• Act as Subject Matter Expert “SME” for one or more UC technology (B2G, B2GaaS, BTG,. ect).
• Lead continual improvement plans for UCC Operation teams to ensure compliance to performance management targets and customer satisfaction.
• Work closely with Voice Service Manager, Operation Architect and Solution consultant teams to adequately review and test new customer solutions and major design changes for key UC customers.
• In charge to interlock with Build team to review and agree on the final new approved solution / features including High Level Design (HLD) validation.
• Work closely with Vendors and Service Providers to evaluate technical risks and anticipate any potential impact for running UC services.
• Support line managers to identify team technical gaps and improvement areas followed by preparing a detailed technical enhancement plan and to fulfill all needed trainings.