Details: T-Mobile USA is a national provider of wireless voice, messaging, and data services capable of reaching over 268 million Americans where they live, work, and play. In a world full of busy and fragmented lives, we at T-Mobile USA, Inc. have the idea that wireless communications can help. The value of our plans, the breadth of our coverage, the reliability of our network, and the quality of our service are meant to do one thing; help you stick together with the people who make your life come alive. That's why we're here.Position duties and responsibilities:Maintain solid working knowledge and functionality of existing platforms and applications.Maintain current knowledge of existing technology trends and enhancements.Safely deploy code using the required methodology supplied and required by T-Mobile's Change Board team.Adhere to effective ITIL methodology and controls for operational support of Unified Communications systems and applications.Determine and assist in communication of root cause of all reported outages/defects.Partner with Call Center Technologies Design and Configuration teams to transition new systems and applications into production.Ensure that system maintenance is completed appropriately and within the required time frame.Detect and resolve issues across multiple platforms in the Call Center Technologies Unified Communication environments.Provide technical support for all Avaya, Cisco and other applications.Trains team members in cross-functional areas of expertise and creates training materials for peers and cross-functional teams.Assists in development of short interval schedules /SIS plans.Familiar with troubleshooting Avaya Communication Manager in an EPN environmentAbility to communicate technical issues to non-technical individualsUnderstanding of voice circuits and ability to troubleshootAbility to support multiple requests and be able to prioritize time to complete all requestsTracks/updates ticket through Remedy trouble ticket solutionWork with vendors including Service Partners call center support to resolve network outagesSupport call routing to 17 call centers across multiple Communication Manager SystemsRespond to real time monitoring and alarmingParticipate in an on-call rotation supporting all applications within the CCT Operations environmentOpen and follow through with tickets to additional support teamsCommunicate impact and resolution of issues to customers and upper management
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