Tcom - Network Support Senior Analyst

Job Summary Key Responsibilities

• Advanced Incident Problem Resolution: Resolve UC and VC issues escalated from the L1 team; perform root cause analysis (RCA) and implement corrective and preventive actions.
• Configuration Administration: Administer Cisco Unified Communications Manager (CUCM), Unity Connection, and Cisco Emergency Responder for user configuration, dial plan updates, and voicemail setup; configure and maintain SIP trunks, H.323 gateways, and SRST for remote sites.
• Video Conferencing Support: Administer Cisco Webex video endpoints, perform room-system configuration and health checks, and troubleshoot video quality issues and scheduling integrations (Exchange/Outlook).
• Monitoring Reporting: Monitor UC and VC systems through dashboards; produce performance and capacity reports; use call accounting tools (Microcall, ClearView, Telemate) to extract data and prepare usage and cost reports (training provided).
• Change Release Management: Implement approved UC/VC changes, software updates, and firmware patches within designated maintenance windows.
• Documentation SOP Development: Create and maintain accurate Knowledge Base articles and SOPs to support L1 operations and audit requirements.
• Vendor Collaboration: Engage OEM vendors (Cisco TAC, SPOK, Mitel) for support cases and escalations through to resolution.

Required Skills Experience

• Hands-on experience with Cisco UC platforms: CUCM, Unity Connection, and Cisco Emergency Responder (CER).
• Experience administering Cisco Webex devices and Control Hub (Microsoft Teams Rooms knowledge is a plus).
• Strong understanding of VoIP protocols (SIP, RTP, H.323) and dial plan logic (E.164, NANP).
• Working knowledge of voice gateways, CUBE, Session Border Controllers, and SRST configuration.
• Sound operational knowledge of ITIL incident and change management processes.

Nice-to-Have Skills

• Experience with call accounting and TEM tools and legacy PBX (Microcall, ClearView, Telemate, Mitel PBX).
• Basic automation skills (PowerShell, Python) applied to UC administration tasks.
• Understanding of video interoperability solutions in multi-platform environments.

Education Certifications

• BE/B.Tech, MCA, or equivalent degree in IT or Networking.
• Certifications considered a strong plus: Cisco CCNA/CCNP Collaboration, Cisco Webex or Video Network Specialist certification, ITIL Foundation, Microsoft Teams Voice Engineer Associate.

Soft Skills Competencies

• Excellent debugging and troubleshooting skills for voice and video issues.
• Strong written and verbal communication for collaboration with global teams and customers.
• Ability to manage competing priorities and high-pressure situations in a 24/7 support model.

Career Progression

• L2 UC Video Engineer L3 Collaboration Specialist UC Solution Architect / SME, with a path toward advanced certifications (CCIE Collaboration, AV Design) and automation expertise.