MS Skype for Business - Direct Routing

• Manage change and release activities on IPT Cisco platform for international customers.• Perform feasibility study and risk assessment of new changes/releases.Initiate Change Advisory Board (CAB) with all stakeholders to discuss change/release management activity.• Schedule change projects and ensure availability of required resources (human, hardware or software).• Interface with different teams involved in the change activities ensuring successful release/ change.• Review all change projects for effectiveness and efficiency. • Lead continual improvement plans for Enterprise Telephony Change Management.• Update LLD documents to reflect the implemented changes.• Validate all changes technically.• Handle projects (ex: Site reallocation, Site decommissioning and Cluster decommissioning).

• Work on Cisco IPT solution.• Provide technical support for HAPAG-Lloyd, Amadeus and Singapore Airlines customers and owns their chronic and complex incidents/problems.• Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.• Provide regular updates For the customer in order to meet performance objectives.• Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process.• Perform technical escalations according to company procedures.• Monitor systems, customer networks and products and deal with alerts and events as appropriate.• Liaise and refer issues to correct/relevant entities when needed.• Document all troubleshooting and case management actions via the electronic case management system.• Undertake any other reasonable task as assigned.• Ability to build relationships with peer and management levels both with clients and company management.• Determination to to process tasks according to predefined processes is essential.

Teaching the following courses• In engineering department (Analog Communication (Lab),EngineeringMathematics II, Discrete Statistics Probability I, Continuous StatisticsProbability II.)• In business department ( Introduction to Mathematics, Principles ofMathematics, Business Statistics)