Key Skills / Knowledge and Behaviors:
Windows Server 2019/2016/2012 R2 & Windows 10
5+ years of experience directly related to telephony system
Knowledge in IIS, Apache or other web technologies
Knowledge in System Development Life Cycle (SDLC) process
Basic knowledge in UNIX, LINUX and Microsoft operating system
Good communication skills in both written and oral at various levels
Strong analytical and problem-solving abilities.
Multi-task effectively and efficiently to successfully perform assignments.
Minimum of 5-years experience in Unified Communication System implementation and providing technical support for Aspect Unified Contact Center System
Experience in reviewing and analyzing application logs to determine and alleviate system issued. Ability to perform root cause analysis to provide resolutions for production issues
Ability to conduct testing, analyzing feasibility, design, operation, performance of equipment & system components.
Ability to propose technical feasibility solutions for new system designs and suggested options for performance improvement of technical components
Managing technical support team.
Good knowledge in with Microsoft Windows OS and areas of Active Directory administration, security permissions, group policies, researching event log warnings and errors, and resource monitoring.
Demonstrate ability to work independently and troubleshoot problems efficiently
Ability to effectively interact with external personnel on technical matters often requiring coordination between organizations and vendors in resolving production/operation issues relating to System/Application/Interfaces/Tools under team or his/her care
Experience in handling and developing technical requirements, understanding of the scope, systems dependencies accurately
Ability to work as a team and schedule monthly Microsoft security patches, health checks, database maintenance and responds promptly to incidents report
Ability to provide application support, lead meetings to brainstorm and resolve problems. Support covers 24 x 7 including national public holidays whenever required
Ability to manage Application Change Requests for the systems under his/her care
Ensure production defects are thoroughly analyzed to understand the root cause to deliver permanent solution. Review recommendations made by vendor and work jointly to define acceptable and efficient business solutions.
In defining and confirming business or technical requirements ensure that the requirements are accurately captured, designed, developed and tested. This also includes understanding the scope of work, highlighting dependencies, discrepancies and recommending solutions.
Support DR testing as needed
Work with infrastructure team to manage vendor service levels
Recommend vendor on monitoring tuning as needed due to performance issue
Ensure alignment to key checkpoints and dependencies
Ensure all BAU processes and standards are adhered to while executing and developing outputs
Lead and coordinate UIP Tech Refresh servers UIP software setup and integration testing