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summary
as a senior specialist engineer, operate and support novartis ip telephony & ms teams telephony globally.
Drive standard global solutions in telephony, telecommunications & contact centre, including all corporate telephony services, while continuously improving service quality.
About the role
major accountabilities:
supervise service provider operation of ms teams telephony, global audiocodes session border controller infrastructure, & cisco unified communications manager clusters supporting multiple countries globally.
Understand ms teams & ip telephony, telecom, and cisco ipt services, serving as an expert in processes that enable/support the service.
Ensure current and future service level requirements and procedures are identified, understood, and documented (sla, service documents).
Monitor, assess, and improve service performance, addressing gaps and risks.
Manage service records and documents (sops, work instructions, service operations manual), liaising with process owners.
Review and evaluate changes impacting service quality.
Understand waterfall & sdlc models, including hlccd documentation.
Engage relevant teams from underpinning it services in service delivery/support.
Produce and review service level reports, investigate breaches, and implement resolutions.
Handle complaints and escalations as needed.
Identify and implement continuous service improvements.
Review kpis and act accordingly.
Key performance indicators
training according to sops
continuous uptime of telephony services
service request resolution time
capacity management aligned with demand forecasts
incident resolution rate and mttr
itsm process kpis within desired levels
support demand management within slas for ip telephony
minimum requirements
work experience:
at least 8 years in ms teams and cisco call manager ip telephony, network operations, or telecom.
Experience with network and ucc tools, platforms, bi solutions, and itil v3 best practices.
Experience implementing new processes or methodologies in complex organizations.
Skills:
microsoft teams telephony and endpoints
audiocodes infrastructure
cisco uc manager and cisco network infrastructure
pstn/telecom carrier services
managing geographically dispersed teams
itsm tools and service components understanding
negotiation skills
business process understanding
waterfall & sdlc models, hlccd documentation
risk and vendor management
languages
english
why novartis:
helping people with disease and their families takes more than science. It takes a community of passionate people. Join us to create a brighter future: https://www.novartis.com/about/strategy/people-and-culture
join our novartis network:
not the right role for you? Sign up to stay connected: https://talentnetwork.novartis.com/network
benefits and rewards:
learn more: https://www.novartis.com/careers/benefits-rewards
seniority level
mid-senior level
employment type
full-time
job function
engineering and information technology
industries
pharmaceutical manufacturing
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