Lyon, Auvergne-Rhône-Alpes
Job Summary

Key Responsibilities: Testing & Hypercare Support (60%) • Participate in functional and integration testing of the new MS Teams telephony solution. • Validate call flows, device compatibility, and connectivity during migration phases. • Provide hypercare support during and immediately after migration: o Troubleshoot telephony issues (call quality, device setup, number porting). o Escalate complex issues to Level 2/3 support or vendor teams. • Monitor migration progress and ensure smooth transition for end-users. End-User Training (40%) • Deliver remote training sessions for end-users on: o MS Teams telephony features (call handling, voicemail, forwarding). o Best practices for using Teams as a primary telephony tool. o OneVoice transcript solution • Update training materials (guides, FAQs, video tutorials) to support adoption if required • Collect feedback from training sessions and adjust content as needed. Stakeholder Coordination: • Plan the training session with OCM Lead • Collaborate with local IT teams, site managers, and telecom administrators • Liaise with the migration project team, OneVoice service owner, and BT representatives to ensure guides & FAQ alignment with One Voice telephony features . Stakeholders: • Project team stakeholders • Business End users from various Business unit • Local IT support teams / GSD Level 1 • External partners, suppliers for Level 2/3 support Personal Attributes: • Strong collaborative, inclusive team player • Excellent time management skills and able to work independently and with multi-disciplinary teams • Ability to act under strong pressure and to manage crisis situations efficiently • Excellent oral and written communication skills Required Skills & Experience: • Proven experience in large-scale IT or telephony migration projects (3 to 5 years experiences) • Knowledge of Microsoft Teams telephony (Direct Routing, Operator Connect, or Calling Plans) • Familiarity with telecom infrastructure (Cisco/Kurmi) and number management • Good communication and stakeholder management skills • French and Solid business English • Time Management The ability to prioritize tasks and meet deadlines in a fast-paced environment. • Problem-Solving Abilities A proactive approach to identifying and resolving data-related issues. Education & Training • University degree preferably in a business or technical subject or any comparable education • Good knowledge of ITIL Service Management Processes

Key Responsibilities
1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.
4. Engage In Customer Meetings To Gather Feedback And Understand Challenges, Ensuring A Focus On Enhancing Customer Satisfaction Through Proactive Communication And Support.
5. Conduct Root Cause Analyses And Trend Analyses, Validating Findings And Reports To Provide Actionable Insights For Key Business Stakeholders To Improve Operational Performance.
Skill Requirements
1. Proficient In Project Management Methodologies And Tools, Particularly In Dmo And Project Execution.
2. Strong Analytical Skills With The Ability To Perform Trend Analysis And Root Cause Investigations.
3. Excellent Communication And Interpersonal Skills To Effectively Liaise With Stakeholders And Present Findings.
4. Familiarity With Sla Management And Incident Resolution Processes.
5. Knowledge Of Capacity Planning And Change Management Principles.

Other Requirements
1. Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation Certification
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