Technology Support Engineer

Project Role : Technology Support Engineer


Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.


Must have skills : Unified Communication and Collaboration Operations


Good to have skills : NA
Minimum
3 year(s) of experience is required


Educational Qualification : 15 years full time education


Summary:
The Unified Communications Engineer will be responsible for the administration, ooperation, troubleshooting, and optimization of Alcatel-Lucent Enterprise OmniPCX. Enterprise (OXE), telephony platforms. The role supports business-critical voice services, ensuring high availability, service continuity, and adherence to SLA/KPI commitments in an enterprise environment.


Roles Responsibilities:

Administer and support Alcatel OmniPCX Enterprise (OXE) systems, including call servers, media gateways, and survivability components

Perform user/extension provisioning, numbering plan management, class of service (COS), and call routing configuration

Manage moves, adds, changes, and deletions (MACD) requests

Maintain system documentation, configurations, and backups

Provide L2/L3 support for voice incidents including call failures, registration issues, one-way audio, dropped calls, and feature malfunctions

Analyze logs, traces, and alarms to identify root cause and implement permanent fixes

Participate in major incident bridges, RCA preparation, and post-incident reviews

Work with telecom carriers, vendors, and OEM support during incidents and upgrades

Execute approved changes in line with CAB / change management processes

Monitor system health using OmniVista or native OXE tools

Support high availability, redundancy, and failover mechanisms

Configure and troubleshoot SIP trunks and PSTN connectivity

Ensure interoperability with third-party systems (SBCs, gateways, softphones, conferencing platforms)

Support CTI / CSTA integrations where applicable

Execute approved changes in line with CAB / change management processes

Support platform upgrades, patches, and version migrations

Validate changes through testing and post-implementation verification


Professional Technical Skills:


Must To Have Skills:

Proficiency in Unified Communication and Collaboration Operations.

Alcatel-Lucent Enterprise OmniPCX Enterprise (OXE)

Voice protocols: SIP, RTP, ISDN

Telephony concepts: call routing, numbering plans, COS, hunt groups, IVR

Endpoints: ALE IP phones, digital phones, DECT / IP-DECT

Monitoring administration tools: OmniVista / OXE management utilities

Troubleshooting: logs, traces, signaling analysis

Experience integrating OXE with Avaya / Cisco / Microsoft Teams ecosystems

Knowledge of SBCs, gateways, and carrier interconnects

Exposure to ServiceNow (incident, change, problem workflows)

Understanding of enterprise network fundamentals (QoS, VLANs, WAN)

ITIL Foundation or equivalent service management experience

48 years of experience in enterprise voice / unified communications support

Hands-on production experience with Alcatel OXE environments

Experience working in 24x7 operations / managed services setups preferred

Strong analytical, documentation, and communication skills

This position is based at our Mumbai office.

A 15 years full time education is required.


Qualification 15 years full time education