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Unified Communication Team Leader, Prague



Prague, Czech Republic 

Job Category:

Information Technology

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Job Description:

Company Description:

Our client uses the power of technology to help organizations achieve great things and accelerate their ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity, With a turnover of USD 7.4 billion, offices in 49 countries, and over 30,000 employees, our client delivers wherever to their partners, at every stage of their technology journey.
The people we are looking for to join our client Global Delivery Centre are bold, different, and exceptional. We want people who take a different approach, with a driven attitude, an instinct to go beyond the ticket or challenge in front of them.
You’ll be based in Prague – one of Europe’s most exciting, expanding capitals – working within a team of highly skilled colleagues. Out client is offering training and certification opportunities to ensure that we continue to deliver outstanding services across countries and clients; at the same time, this gives you a chance to broaden your skills and capabilities and be amongst the best in the industry

Want to be part of our team?


Our Unified Communications Team Leader is responsible for ensuring that client IT environments and systems remain operational by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for leading a team of Support Engineers and managing effective lines of support for technical incidents.


What you'll be doing


In this role you would be required to:

  • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.

  • Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.

  • Take full ownership for managing the incident to resolution within the service level conditions.

  • Provide telephonic support to clients when required.

  • Act as a people manager to a team of Support Engineers, take responsibility for the operational management of the team, create and execute plans and report on team activities in the required forums.

  • Analyze failed SLA tickets and recommend improvements and mitigation plan.

  • Constantly create and update knowledge database.

  • Review and approve knowledge articles created by L3 Support Engineers.

  • Contribute to the learning and development of L3 Support Engineers, responsible for building L3 Support Engineers capabilities.

  • Review complex changes that involve consideration of overall architecture.

  • Attend to user satisfaction-related escalations to ensure satisfactory closure.

Send your CV to careers@spotonconnections.com

Employment Type:

Full time
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