Description de l'offre
about the role
¿ 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 Technical Architect / Solution Consultant role for Global large scale 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, L2 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 , L2 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
-Minimum of 8+ years of relevant experience handling Cisco Voice technical support, operation, NOC environment & implementation support
CCNA Voice certification
-1 years of experience in engineering & solution designing
-In depth knowledge of Cisco Telephony(Legacy & IPT), Voice Mails, Contact Center, Unified -Communication, Networking, Linux & Windows OS.
-Hands on experience of implementing Cisco Voice solutions, good experience in administration, maintenance Cisco Voice solution, application & services-
Good in System engineering, designing and designing solution based on Business needs
-Experience of working to defined service level commitments
-Experience of Handling Incidents, Problem & Escalation Management
-Strong Customer Focus
-Excellent in oral/written communication skills
-Excellent in documentation & presentation
-Excellent interpersonal skills
-Good in analytical skills
-Business logic awareness & understanding
-Ability to work under pressure.
-Adaptability & responsiveness to department
Sales & Marketing Asia Pacific