Sr. Technical Consultant - Cisco Voice (Vashi, Navi Mumbai)

02/04/2015 17:21

Job Location: Vashi, Navi Mumbai

Experience: 4+Years Relevant Experience

"This is L2 level opening where the person will be working in shifts (Morning/ Evening/ Night)"

Job Description

  • Technical Operational Role: Maintain Cisco Voice Based equipment based on SOP’s and ensure immediate escalation to competent authority in order to ensure uptimes. 
  • Technical Consultancy Role : Ability to handle Tecnhical Architect / Solution Consultant role for small to meduim scale Cisco Voice deployment projects.
  • Key SPOC for
    • Top & Major Incident ,
    • Problem Cases,
    • Change & Operation Project Management
    • Patch & Release Management
    • Capacity Management
    • Knowledge management (KEDB)
    • High Level and Low Level Design Document preperation capability as part of Solution Consultant / Technical Architect engagements for Global Projects.
    • Documentation and Reporting
    • Getting resolution from  Third parties, Vendors and suppliers for fault
  • Effective handling of Technical Escalations
  • Ensure Service Delivery as per agreed SOW / SLA
  • Troubleshoot High Severity incidents, problem & provide proper RFO/ RCA
  • Root cause analysis and Preventive maintenance
  • Participate in Change management , assess Risk and Impact
  • Mentor & Hand hold L1 and Junior Engineering Teams and enhance their performance
  • Take initiatives in learning, certifications & evaluating new Networking Technology & Tools
  • MIS customer report preparation on technology part
  • Work & Drive OEM for the escalated tickets
  • Driving Technical Knowledge Transfers & awareness session on best practices within team by proper training session
  • Building team and making L1 teams self-sufficient for handle repeated faults
  • Excellent handling of Implementation projects
  • Excellent in solution designing, architect role for the huge & complex network environments
  • Supporting Organizational Business requirement.
  • Supporting Organization in certifications readiness & fulfillment as part of OEM partnership requirement
Essential Skills
  • Rich Hands on experience of implementing Cisco Voice Technology solutions – Telephony & Contact Center Technologies and good experience in administration & maintenance of Cisco Voice solution, application & services.
  • In depth knowledge of Voice Telephony(Legacy & IPT) of Cisco , Voice Mails, Contact Center, Unified Communication, Networking, Linux / Windows OS.
  • Hands on experience (installation and maintenance) on Cisco Voice Products like :
    • Cisco Call Manager
    • Unity Voice Mail
    • Cisco IP Enterprise Contact Centers (UCCX,UCCE) with ICM , PG.
    • Cisco Voice Gateways & IVR ( H.323,MGCP,SIP)
    • Familarity with Solution Designing with HLD/LLD
    • Awareness of ITIL framework and familiarity with ITSM Tools (like Remedy/HPSM/Clarify etc ) .
  • Excellent Troubleshooting, analyzing & managing the critical Incidents, Problem tickets with out of the box thought process
  • Experience in designing POA for complex Change/Project.
  • Good knowledge in preparing RFO, RCA’s, documentation, Knowledge Bank.
  • Rich experience in handling of Implementation projects.
  • Average experience/exposure in solution designing and capability to prepare the High Level and Low Level Technical Design Documents.
  • Positions will require to work in rotational shifts to support 24 * 7 operations /project assignments
Educational Requirement
  • BE/Graduation/Diploma  in either Electronics or Telecom
  • CCVP ,CCIE-Voice_Lab certified (optional) , ITILV3 Foundation (optional)
  • Language proficiency must on following languages
    • English – Proficient



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