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 7.5 year(s) of experience is required

Educational Qualification : 15 years full time education

Maintenance administration of Cisco Voice PBX systems services Responsible for handling day-to-day Voice operations, requirements issues

Managing & maintaining Cisco Unified communication and collaboration, WebEx, Telepresence Infrastructure for various clients.

Managing & maintaining CUBE / CUSP, SIP trunks, Expressways and troubleshooting issues.

Provide L3 / L4 support for operational activities.

Vendor management for resolving major production issues.

Handling day to day Incidents and Service requests.

Sending daily and weekly status reports to Client and Project Manager.

Prepare technical solutions and effort estimation for the projects.

Planning, coordinating, tracking and executing Migrations.

Identify process improvement areas and define new processes.

Identify automation areas and implement the automations to optimize the team efforts.

Mentoring team members to achieve target timelines and deliverables.

Handling escalations related to project deliverables and looking into RCAs.

Coordinating with vendors on process improvement areas and ensure to have those in place.

Motivating team members to upskill / cross skill.

Tracking team contribution towards project deliverables.

Contributing and driving project / capability initiatives.

Technical
Experience:

Product/Solution knowledge - Cisco UC&C, WebEx Meetings, WebEx Teams, Cisco
Meeting Server, CUC/Unity, Expressways, Voice gateways, CUBE/CUSP, Video Endpoints,
Media Control Unit, E911 (Intrado).

Sound technical knowledge and hands-on on Cisco UC&C environment.

Implementation and ongoing management of the Cisco UC&C products.

Management and troubleshooting of complex environment.

Expertise on ITIL processes and project management.

Good To have:

Exposure on UCCX/UCCE.

Knowledge of Verint recording.

Automation using RPS / DevOPS

Professional Attribute

Minimum 7-9 years of hands-on experience on one or more products mentioned above.

Experience in implementing and managing complex UC&C environments.

Good understanding of procedures, application and concepts within own subject area (and understanding them in the context of the business)

Team handling / people management, good communication skills.

Self-driven, target oriented.

Excellent communication skills.

Previous experience working with cross geography teams.

Ready to work in shift

Education

Bachelor s degree in engineering preferred.

Certifications

CCNA / CCNP / CCNP Voice

Qualification 15 years full time education