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Your Role
As a Voice Specialist, you will be responsible for monitoring, maintaining, and optimizing general voice infrastructure to ensure seamless communication services across business operations. You will act as a key technical contributor, handling incident resolution, system performance monitoring, and supporting change and release processes within a structured ITIL environment.
In this role, you are expected to bring hands-on technical expertise, operate independently on day-to-day activities, and collaborate across global teams to deliver reliable and high-performing voice solutions.
Responsibilities & Scope
- Monitor and manage global voice infrastructure using enterprise monitoring tools to ensure high availability and performance.
- Independently handle incident management, diagnosing and resolving voice-related issues within SLAs.
- Manage and track tickets through ServiceNow (SNOW) and JIRA, ensuring accurate documentation and timely updates.
- Troubleshoot across multiple voice platforms and technologies, coordinating with internal and external teams when required.
- Execute and support change management and release management processes, ensuring mĂnimal service disruption.
Your Profile
- Communicate with clarity and impact - Deliver precise, confident, and customer-focused communication across global teams and stakeholders.
- Own and solve with accountability - Take end-to-end responsibility for issues, demonstrating strong problem-solving and decision-making capabilities.
- Leverage technical curiosity - Continuously deepen expert
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