Manager Service Delivery (ALE Collaboration) (m/w/d)
Core
Lead and coach a team of Remote Service Engineers (L2-L4) to ensure stable operation and high-quality service for Alcatel-Lucent Enterprise Collaboration platforms.
Role type
Senior IC Service Delivery Manager (Telecom/UC)
Builds
Production support services for enterprise communication platforms
Domain
Telecom, Unified Communications, Collaboration
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ALE OmniPCX Enterprise, ALE OmniVista 8770, ALE OmniPCX Record Suite, SIP, H.323, SIP-Trunking, Session Border Controller, VoIP, UC&C, Recording-Architectures, L3 Support, Remote Troubleshooting, Monitoring, ITIL Incident/Problem/Change Management, Team Leadership, Resource Planning
Preferred skills
Coaching, Technical Mentoring, Process Improvement, Stakeholder Management
Technologies
Alcatel-Lucent Enterprise, AudioCodes, SIP, H.323
Responsibilities
Lead and coach Remote Service Engineers, Support complex technical escalations, Coordinate Major Incidents, Ensure Service Levels and KPIs, Plan resources and capacity, Identify training needs, Improve support processes
Seniority
Manager, hands-on IC with team leadership
