Job Description
We are building on our strength and further look to grow the talent in our dynamic team focused on Collaboration and Voice Services. Are you passionate about ensuring seamless communication experiences? If so, we invite you to be a part of our team, where you'll play a vital role in maintaining and enhancing our Voice Services operations. As a Voice Services Operations Specialist, you'll have the chance to collaborate with a talented group of professionals, contribute to the optimization of our communication systems, and deliver top-notch solutions to ensure our clients and customers can connect effortlessly. Join us in shaping the future of communication technology.
Primary activities/responsibilities
Provide End-to-end support for Collaboration technologies
Act as the highly innovative technical specialist in Collaboration Services with focus on Voice Services
Independently will be able to troubleshoot incidents and requests coming to queue
Ability to work directly with internal customers and troubleshoot Voice incidents globally
Will be responsible for Technical deployments of new Voice Services Products
Will be responsible for Lifecycle management of underlying infrastructure
Will be responsible for Continuous Improvements of CORE infrastructure
Adhere to both ITIL and Agile practices and methodologies service delivery while meeting time-lines, business deliverables and SLA
Involve in other related global & regional initiatives and duties as directed by the management
Continuously review and update operational runbooks and share with team
Continuously look for regional improvements in operations and in Products
Interact directly with the business to assist in providing direction on appropriate usage of Collaboration technologies
Engage and collaborate worldwide to support and maintain solutions to enable effective communications tools
Required experience/Technical Skills:
2-5 years in providing technical daily operations support end-to-end and service delivery in Collaboration areas (IP Telephony, Web conferencing, Video Services)
Experience with global environments and follow-the-sun operations model
High-level overview of Cisco / MS Teams technologies and their product portfolio
Possesses ITIL processes knowledge or similar best practices (E.g.; Change, Incident, Problem management)
Demonstrated expertise in analysis, diagnosing and repairing simple and medium complex incidents
Knowledge of Collaboration technologies including IP Telephony, PBX/Call Manager, Voice Mail Solution, Contact Centers, Voice / Analog Gateways, CUBEs/SBC, MS Teams, all in both on-prem and cloud variant
Conceptual knowledge of border and perimeter technologies is an advantage
Industry recognized certifications such as CCNA/CCNP/Microsoft 365 (Azure/MS Teams)/AWS is an added advantage
Excellent communication and negotiation skills within a matrix organisation
Ability to create positive relationships at all levels across different groups & teams.
Able to manage changing priorities and working on tight deadlines
Experience with working across technical teams and business teams to achieve common objectives and good customer experience
What we offer:
Exiting work in a great team
Competitive salary
Position in leading global healthcare company
Global projects, international environment
Opportunity to learn and grow professionally within the company globally
Representative office
Wide range of benefits:
Flexible working hours, home office
Yearly Bonus based on company and personal performance
Pension and health insurance contributions
Edenred Benefits + meal vouchers
Internal reward system – INSPIRE – with redeeming option as services, goods or vouchers
Up to date laptop and iPhone mobile device
Current Employees apply HERE
Current Contingent Workers apply HERE
Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
Employee Status:
RegularRelocation:
VISA Sponsorship:
Travel Requirements:
Flexible Work Arrangements:
Shift:
Valid Driving License:
Hazardous Material(s):
Requisition ID:R255006
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