Description
Senior System Reliability Engineer for the Collaboration and Productivity organization. The position will work to meet end user requirements and resolve Tier3 collaboration tool incidents. The individual will help drive user adoption on our collaboration tools with a major focus on voice and video. The individual will work closely with our product owners to enhance the overall experience. Communicate progress regularly and participate in program meetings.

Enterprise Core Competencies
Requires competency in customer focus, strategic thinking, operational support, SIP/networking and results focus.

Job Duties and Responsibilities
• Tier3 engineer for audio and video issues.
• Enhance reporting and monitoring tools.
• Communicates with business customers and other stakeholders during outages
• Utilize skills to test new functionality and document results.
• Create deliverables for Tier1/2 support teams.
• Ability to analyze SIP traces to determine root cause on voice/video issues
• Collaborate/Partner with other teams including business customers, unified communications, networking and program management.
• Maintain technical skills and expertise through continuing education and training.
• Assist in knowledge transfers to Tier2 contract resources.

Qualifications
Minimum Required

• Minimum 5 Years' Experience in Telecommunications support.
• Minimum 5 years professional experience designing and developing enterprise collaboration architectures
• Experience mentoring other members of technical staff.
• Experience working with Tier 4 (vendor) production support.
• Experience with SIP log capture and analysis. Session Border Controller experience a plus.
• Excellent written and verbal communication skills.

Education
• Bachelor's degree in Computer Science or related experience a plus.
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