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Global brand, common support title, metro location, and broad candidate pool increase competition.
Requires telecom platform expertise (Genesys/ICDIAL), limiting transferability across industries.
Mandatory Genesys/ICDIAL platform experience and 24x7 availability increase filtering but no explicit years required.
Provide 24x7 L1/L2 global telecom support for critical voice infrastructure on ICDIAL and Genesys platforms across multiple geographies (NA, EMEA, India).
Manage business-as-usual operations including handling RFS, incidents, and ramp-up/ramp-down requests to maintain service continuity.
Perform preventive maintenance and monitor voice infrastructure metrics to achieve operational goals such as 99.99% uptime, improved response time, and higher customer satisfaction.
Experience or working knowledge in L1 and/or L2 telecom support activities.
Familiarity with ICDIAL and Genesys voice platforms and voice infrastructure troubleshooting.
Ability to support 24x7 global operations and work in a work-at-home environment across multiple geographies.
Work Experience Required: Not explicitly mentioned in the JD.
Operationally focused on maintaining high uptime levels and improving telecom voice infrastructure metrics globally.
Experienced in managing telecom incidents, service requests, and vendor coordination in a complex, multi-geography environment.
Capable of consistently performing preventive maintenance and recurring operational tasks within strict timelines.