Associate

Job Description (Posting).

Cisco Voice L2+ Engineer

Technical Skills.

Expert level understanding of the following Cisco Unified Communication Products

o CUCM 11.5 and later

o CUC 11.5 and later

o Cisco Emergency Responder(CER) 11.5 and later

o SIP Trunks, E1/ T1(CAS,CCS), FXS /FXO etc.,

o Gateway protocols: H323, SIP, MGCP, SCCP.

o IM Presence & Jabber

o Cisco SIP/SCCP Phone registration and troubleshooting

o Able to analysis the SIP/MGCP/H323 logs

o Able to configure analog gateways/phones as per the customer requirements and standards.

o Good understanding of UCS machines, ESXI, CIMC etc.

o Deep understanding of Media resources and can configure them in real time as per customer need.

o Good knowledge of Webex Control Hub and Cisco Cloud related to Cisco Voice infrastructure.

Good understanding and basic troubleshooting skills of switching LAN, WAN, VLAN, Voice VLAN, VTP, STP, PoE, Ether channel, HSRP

Good understanding and basic troubleshooting skills of any recording server like Higher Gound(preferred), Nice Perform 4.5 and later.

Key Skills

Ability to analyze, configure and troubleshoot large Cisco voice networks.

Confident communicator in both verbal and written communications, that can explain technology to non-technical audiences.

Proven planning, prioritization and organizing skills.

Knowledge in incident and problem management practices

Possess strong analytical, attention to detail, coordination, reporting and problem-solving skills

Implement effective and efficient policies, processes and procedures. Where possible look for automation opportunities.

Be responsible for the day-to-day incidents and problem management central function across the team.

Be responsible for data analysis trends and reporting to senior stakeholders in both the business and technology side

Report on the governance of specific KPIs and develop recommendations and run with ad-hoc projects to improve quality adherences

A proven track record of collaborating in a global environment

Experienced in stakeholder engagement and management

Drive for continuous learning, results orientation and teamwork

Ability to drive change through innovation & process improvement

Proven crisis management skills

Proven leadership skills

Provides consultation to independently solve problems in broad, complex, and unique networks with mixed media and protocols

Provides systems/product training both internally and externally and intellectual property material

Strong English language knowledge and fluency

Qualifications /Certifications:

CCNA and CCNP in Cisco Voice Collaboration(required)

CCIE Written or Lab (Add value)

8+ Years experience in IT industry. Minimum 5+ years experience in Cisco Voice technology.

(1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.