Job Description

about the role Service Requests, Low / Medium severity incidents, Regular operational activities like config backup , low /no impact patch & release Management. Documentation and Reporting. Co-ordination with Third parties, Telcos, Vendors and suppliers for fault resolution. Effective handling of Technical requests from end customer . Ensure Service Delivery as per agreed SOW / SLA. As appropriate , participate or extend support Senior Technical Consultants/Operation Managers/Problem Manager towards troubleshooting High Severity incidents, problem tickets & RFO/ RCA preparation work. Participate in Change management , assess Risk and Impact. Perform Preventive maintenance activities. Take initiatives in learning, certifications & evaluating new Networking Technology & Tools. MIS customer report preparation on technology part. Experience of working in ITIL driven environment is a must. about you Good Hands on experience of administration ,troubleshooting , MACD support and maintenance of Cisco Voice Technology solutions - IP Telephony & Contact Center Technologies . Implementation experience of Cisco Voice Technology solutions - IP Telephony & Contact Center Technologies will be an added advantage however not mandatory. Good working knowledge of Voice Telephony(Legacy & IPT) of Cisco , Voice Mails, Contact Center, Unified Communication, Networking, Linux / Windows OS. Hands on experience (administration and maintenance) on Cisco Voice Products like : Cisco Call Manager Unity Voice Mail Cisco Voice Gateways (( H.323,MGCP,SIP) Cisco IP Enterprise Contact Center Express (UCCX) Cisco IP Enterprise Contact Centers Enterprise (UCCE) - Optional ICM , PG , IVR - Optional Basic awareness of ITIL framework and familiarity with ITSM Tools (like Remedy/HPSM/Clarify etc ) . Good Troubleshooting and analyzing skills with out of the box thought process Excellent customer handling skills Excellent communication and interpersonal skils Positions will require to work in rotational shifts to support 24 . 7 operations /project assigments Quick learner additional information ITIL Certification is a must. CCNA Voice. department International Zone Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

foundit