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 collaboration)
Builds
Stable operation of ALE OmniPCX Enterprise, OmniVista, and OmniPCX Record Suite environments
Domain
Telecommunications / Unified Communications & Collaboration (UC&C)
Required skills
ALE OmniPCX Enterprise, ALE OmniVista, ALE OmniPCX Record Suite, SIP, H.323, SIP-Trunking, Session Border Controller (AudioCodes), VoIP, UC&C, Recording-Architectures, L3 Support, Remote Troubleshooting, Monitoring, Team Leadership, ITIL (Incident, Problem, Change Management), Resource Planning, Process Improvement
Preferred skills
Coaching, Technical Mentoring, Stakeholder Management, Strategic Planning
Technologies
Alcatel-Lucent Enterprise, AudioCodes, SIP, H.323, VoIP, UC&C
Responsibilities
Lead and coach a team of Remote Service Engineers (L2-L4), Support complex technical troubleshooting and escalations, Coordinate major incidents and business-critical outages, Ensure service levels and KPIs, Plan resources and capacity, Identify training and certification needs, Improve and standardize support processes, Collaborate with customers and partners
Seniority
Senior, hands-on IC
