APAC - Technical Service Delivery Manager

Location: Manila, Philippines

Job Description:

AudioCodes is a global company with an enduring commitment to the foundation of all human communications - Voice. We design, manufacture and sell advanced Voice-over-IP and converged VoIP and data networking products, applications and professional services to enterprises, medium and small business, as well as to service providers globally.

At AudioCodes, we recognize that our strength as a company comes from the unique talents that each of our employees brings to the table. After all, they are our most valuable assets. As such, we strongly believe that the only way to keep ahead of the curve and successfully meet the challenges of the 21st century is to invest heavily in our team. At the same time, through carefully tailored guidance and nurturing, we encourage each employee to continually strive for professional excellence, achievement and real personal development. We offer a flexible and collaborative work environment, along with career growth opportunities

The Technical Service Delivery Manager candidate should be an experienced engineer with proficiency in project management and service management and possess strong communication and organizational skills. This is a Resident SDM position, dedicated to a specific AudioCodes valued customer. The candidate must be comfortable working with customers, partners, and third-party providers, and able to support and lead the customer through troubleshooting processes and project delivery activities. The candidate will be responsible for ensuring the reliability and performance of telephony services and other Voice applications, overseeing incident response and problem management, and maintaining regular reporting to upper management on KPI metrics. The candidate must be adaptable to new or changing requirements, demonstrating flexibility and independence.

Responsibilities:

• Serve as the main contact for major incidents and program management, coordinate the customer Voice team, and lead root cause analysis to prevent recurrence.
• Ensure the integrity and security of customer voice systems by overseeing software and hardware installations, updates, and configurations.
• Oversee the performance and uptime of voice related systems and services.
• Ensure optimal performance and reliability of voice/telecommunications services to meet organizational needs.
• Facilitate seamless communication with external parties and customer SMEs by setting up secure and stable connections for telecommunications services.
• Provide specialized technical assistance and support to high-level executives, ensuring their technological needs are met efficiently and with utmost confidentiality.
• Support Field Offices by managing technical support requirements to address any technical challenges or/and field missions (as needed) for project deployments.
• Adhere to the customers' change management processes, security implementations and guidelines by implementing robust security measures and protocols to protect confidentiality and integrity.
• Track KPIs related to the customer voice metrics, prepare and provide performance reports to management teams
• Identify opportunities for improvement

Qualifications:

• Bachelor's degree in Information Technology or related field or equivalent experience.
• Minimum of 5 years of relevant professional experience in managing voice related incidents and requests, as well as problem management.
• Must be proficient in understanding how to interpret SIP logs and transactions to troubleshoot voice-related issues and outages effectively.
• Demonstrated experience in successfully deploying and securely configuring AudioCodes SBCs, Mediant Gateways, Routing Manager, IP Phones, and administering MS Teams telephony is required. Certifications in these technologies are highly preferred.
• Highly knowledgeable and fully trained in Voice Unified Communications, encompassing AudioCodes voice devices and systems, as well as cloud-based Microsoft Teams Telephony.
• Experience in user administration using the MS Teams Admin Center and provisioning for MS Teams telephony using scripts such as PowerShell, Python, etc.
• Excellent written and verbal communication skills in English are required.
• Strong documentation skills to maintain accurate and clear records of voice related incidents, configurations, and procedures.
• With at least 3 years relevant and solid experience with IT Project Management and/or managing voice related Technologies and Services.
• Certification in Project Management and/or IT Service Management is a plus.
• Demonstrated ability to lead others in a technical environment.
• Proven accountability and demonstrates a high degree of ownership.
• On-site work in Manila.