Expert SI - Voice Services Practice

Purpose
The following Communications & Infrastructure Solution Line Products and Services are in scope for this position:
- SITA Voice Exchange IP Telephony services and solutions
- SITA Managed IP Telephony/VoIP solution with Cisco and Avaya
- Voice Services and Solutions by Orange Business Services
- Any new service and product to be developed and launched, or customer solution to be supported, in the area of voice communication and telephony
To provide best practices program and project management methodologies, tools, and processes to support the IP Telephony (Cisco, Avaya or SITA VX) services improvement program and its management, so operational objectives can be met
To lead resolution of major customer issues (incident 3rd level support, problem and infrastructure change management), recommend and implement product/service improvements in order to eliminate recurrent failures, improve customer satisfaction and financial performance

Remuneration
TBD

Key Responsibilities
- Review availability performance of the products and services then initiate and track improvement actions with the involved entities as required to achieve the defined availability targets
- Management of problems by interfacing with Level 2 Operations, Engineering and 3rd Party Service providers until resolution, provide workarounds and manage the voice services known error database
- Act as Change Manager for voice service core infrastructures
- Track requirements for Release and Capacity management in relation with Engineering and/or Orange BS, drive and monitor the necessary upgrades
- Provide 3rd level support to Level 2 Operations and to Service Deployment and Activation teams as required
- Produce required technical documentation to be used by L1 and L2 Operations
- Participate in the definition and development of new voice services and solutions
- Produce monthly reports to track voice services performance via defined KPI's and track all required improvement actions to address the identified performance issues
- Define and implement a Root Cause Analysis methodology and process across the organisation, including a communication plan, IT development and Key Performance Indicators (KPI's);
- Ensure proper risk, change and quality management is performed at the program and project levels.

Education & Qualifications
- Degree Level in Communications or Telecommunication Engineering
- Industry Technical Certifications :
oCISCO (CCVP, CCIE Network or Voice),
oAvaya (ACA, ACS, ACE),
- Optional : ITIL Foundation Certificate, Six Sigma Certification

Experience
- 5 - 8 years of working experience in Cisco IP Telephony technology and IP network consulting, deployment and support activities
- Strong IT skills or System administration on Linux system
- Experience in IT industry with the implementation of processes as per recognized industry standards
- Experience in applying industry standard quality frameworks such as CMM, ISO, Six Sigma is an asset

Knowledge & Skills
- Service Management Processes
- Fluent verbal and written communication skills in English and local languages (Portuguese, Spanish will be a plus)
- Knowledge of a wide range of ICT technologies and services :
oLegacy Voice, VoIP technology, Call Center Services, IP-PBX (Cisco, Avaya, Broadsoft, open source'), SBC
oExcellent IT/IP Networking skills: OS/programming, Linux / Unix, XML, LAN/WAN, QoS, firewall
oGood knowledge in network services, tools and applications: DNS, LDAP, AAA/RADIUS, Proxy, protocols (SIP, H232')

Profession Competencies
- Organisational Awareness
- Deciding & Initiating Action
- Analytical Skills
- Written Communication
- Problem Solving
- Quality Orientation
- Service Management Process

Core Competencies
- Adhering to Principles&Values
- Customer Focus
- Teamwork
- Adapting&Responding to Change
- Creating & Innovating
- Deciding and Initiating Action
- Results Orientation

Contacts
Within SITA
- SITA Commander Center, Practice, Engineering team, Project Manager, Customer Service Manager, Product manager'
Outside SITA
- Customers
- Voice Suppliers (Cisco, Avaya, Broadsoft, NexTone, Centile ')
- Voice Service Provider: local Telco, carriers, partners (Orange, WorldStone)

Additional Information
Qualified candidates are encouraged to apply.

SITA Overview
We are the world's leading specialists in air transport communications and IT solutions.
We deliver and manage business solutions for airline, airport, GDS, government and other customers over the world's most extensive network, which forms the communications backbone of the global air transport industry.
Created and owned by the air transport community, SITA is the community's dedicated partner for information and communications technology. As a team of industry experts, our know-how is based on working with customers across the global air transport community. Almost every airline and airport in the world does business with SITA.
With a customer service team of over 1,700 staff around the world, we invest significantly in achieving best-in-class customer service, providing integrated local and global support for both our communications and IT application services.

To apply: http://www.sita.aero/node/5404