"1) Undertake technical analysis and fault fix on incidents reported by customer and escalated by 1st Line (Voice Consultants) 2) directly pick up high business impacting technical issues (typically classified as high severity 1 and 2) and progress for resolution within the team and possibly with 3rd Line (Senior Voice Specialist) / Design / 3rd party OEM vendors / Partners 3) input technical advice to change and problem management teams on recurring issues. Preparetechnical configurations for planning changes and implement the same without impact to business 4) develop knowledge on Vodafone Unified Communications product portfolio and keep self updated on technology trends 5) mentor 'Voice Consultants' on technical know how and problem solving skills and train them on customer solutions/platforms related to Unified Communications technology"
"1) Meet agreed SLA targets for resolution of all faults reported/identified 2) Improve customer experience by following Vodafone Quality Framework (ROW)while working on incidents 3) Resolve >80% incidents at first point of contact"
"Cisco IP Telephony and IPCC, 'Avaya Aura IPT/IPCSS"
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