Dealing with Avaya products and solutions - Having a thorough understanding of CRM

* Provide technical point of contact for customers’ incidents. * Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams. * Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs. * Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner. * Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence. * Perform and own technical management escalations in line with company procedure and case excellence policy. * Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative.

* Sub-department: Packet Core & IMS * Responsible for: * Collecting requirements based on commercial insight. * Defining scope of work & determine network KPIs. * Set plan of resilience (disaster recovery). * Communication with all concerned stakeholders. * Vendor & operations management.

* Technology Department – Products & Services Division – CRM sub-division – Middleware & Integration team * Responsible for: * Develop services to integrate between systems. * Create business logic for products and systems using middleware systems “TIBCO”. * Second line support for business customer. * Performance Rating: Exceeding Expectations