Job Description

Excellent Opportunity with our client for SRE Cisco Voice Gurgaon (Job Code : J46700) Exp: 2 - 5 Years Location: Gurgaon Key Skills: Cisco Voice Please pass on or Share this message to your friends who are looking for similar roles https://www.sampoorna.com/JobPostingDisplay.aspJobID=30145&JRID=0.3221361 Skill: 2 year or more experience on Cisco, CUCM, Cube, Verint, UCCE, IPT technologies. Cisco Collaboration certified will be an additional benefit. Able to investigate and address the most complex technical problems working with a wide range of stakeholders. Individual can assess, re-design and improve complex business processes using a range of industry standard tools and techniques drawn from methodologies such as 6 Sigma and lean Technical skills, with an understanding of networks and customer facing communication technologies. Skill in investigation, structuring information, constructing and testing hypotheses to identify root cause and reach conclusions Skill in assessing and improving service and business process performance. Key Responsibilities Part of an Voice Service desk team, ensuring the team are operating at their most efficient, customer service focused and ensuring all contractual obligations are met in a timely manner. A shift role, covering 24/7, job holder will be required to cover flexible working hours/shift patterns as and when required. Works on the customer service Desk and pro-actively make calls to resolve customer issues at point of contact wherever possible. Manage auto generated SMARTs alerts tickets. Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements). Proactive monitoring of NMS to track the customer interfaces/elements. Logging into the respective PE and CE routers to check the interfaces. Updating the TT with all necessary snaps and passing out the necessary update to respective assigned teams. Point of escalation for not only the team but also senior managers. Proactively recommend initiatives and improvements to enhance team performance. Close coordination with respective node and field support team for respective customers. KCI (Keeping customer informed) using phone, email & SMS, based upon the ticket priority. Collecting the inputs from all concerned teams to periodically update the Ticketing tool. Keeping management team informed, about all P1 Incident notification till the incident gets fixed. Close coordination with all suppliers for quick restoration and periodic updates. Raise the Change management & Problem management TT and pass it to next level team. To follow-up with all stakeholders via phone and mail till fixing of any Incident or change management. Raising flag to concerned team in case of frequent or repetitive fault. To provide all technical support based on privilege to customers served through service desk. To perform periodic escalations with supplier and CLIENT internal management team till the resolution of incident and problem management. To follow-up with various teams resolver group for complex problems and issues To keep and maintain the MTTR, RFT and T2R as set by management. To keep the queue s to as low as possible to ensure minimum attention to each and every customer complain and query. To attend various workshop and training arranged by management to improve the technical skills and CLIENT product knowledge. To update the customer with Telco and CLIENT internal maintenances. To keep apprise with various CLIENT tools to ensure better visibility of CLIENT events and thus ensuring better customer support. To keep delivering the service round the clock 24*7 regardless of the situation to ensure utmost customer service and satisfaction. Continuous feedback from customer on service and keep managers updated.

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