Technology Services Controller (Telecom & Collaboration)

About the role
This role will be responsible for supporting project and operational activities, ensuring that the telecom services delivered over the Network infrastructure are secure and available 24/7 for airport operations.

Key Responsibilities:

• Support 24/7 telecom operations and provide technical support for Cisco Unified Communications and Collaboration products.
• Plan and design unified collaboration and contact center solutions in line with the latest technology trends and industry standards.
• Maintain design, configuration, and Standard Operating Procedure (SOP) documentation for the telecom infrastructure.
• Conduct Root Cause Analysis (RCA) of reported incidents related to telecom and collaboration technologies, and ensure corrective actions are implemented in line with the change management process.
• Contribute to the implementation and operation of the airport's private 4G/5G networks and other telecom technologies.
• Drive continual service improvement by identifying and assessing innovative products and features that offer new or enhanced capabilities to improve the customer experience.
• Secure the telecom and collaboration infrastructure to protect the airport network from unauthorized access & threats and periodically review and update security measures.
• Support telecom projects and ensure compliance with established procedures, quality standards, and methodologies to achieve quality, cost, business benefit, and timeline targets.
• Liaise with external suppliers and internal teams involved in projects and operational maintenance of systems to meet business requirements.

About you

• Bachelor’s degree or Diploma in Electronics Engineering, Telecommunications, Computer Engineering, Computer Science, Information Technology, or an equivalent technical qualification.
• 4 years of relevant hands-on experience in Cisco Unified Communications, Collaboration, enterprise telephony, and associated telecom technologies.
• Proven experience working in a large enterprise, telecom service provider, aviation, airport, or other 24x7 mission-critical operational environment.
• CCNP Collaboration or an equivalent Cisco Collaboration professional-level certification is required; Cisco specialist-level certifications will be an advantage.
• Strong hands-on experience in the implementation, administration, operational support, and troubleshooting of Cisco CUCM, Unity Connection, UCCX/UCCE, Expressway-C/E, MRA, CUBE, voice gateways, SRST, ISR, SIP trunks, PRI/E1, PSTN, and IP telephony.
• Strong troubleshooting and root-cause analysis capabilities covering SIP/RTP, codecs, DTMF, dial plans, call routing, endpoint registration, voice quality, connectivity, security, and interoperability, using RTMT, CDR/CMR, SIP traces, packet captures, and gateway diagnostic tools.
• Good command of written and spoken English, with strong technical documentation, communication, and stakeholder coordination skills.