1.Provide advanced troubleshooting for applications and systems, determining cause and effect.
2.Understand and apply advanced system/application administration, management and performance tuning techniques.
3.Assist with day-to-day operation support, performance tuning, disaster recovery and patch/release management of Voice network.
4.Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
5.Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
6.Demonstrates continuous effort for identifying problematic area and providing permanent fixes.
7.Meeting and exceeding defined service level metrics on timeliness and accuracy.
8.Communicating with clients for providing expert advice.
9.Provide standby support on weekends to implement the Change controls.
10.Participate in global design review meetings and review Low Level Design (LLD) documents.
11.Create and update KEDB documents for global UC operations team.
12.Evaluate hardware and software requirements and can justify purchase decisions.
13.Other duties as assigned by Management.
1.Expert level experience in handling Cisco IP telephony Network Infrastructure.
2.Expert understanding of switching – VLAN, Voice VLAN, VTP, STP, PoE, Ether channel, HSRP, Routing Protocols .etc.
3.Expert understanding of the following Cisco Unified Communication Products
a. CUCM 8.x, 9.x, 10.x, 11.x, 12.x (Mandatory)
b.CER (Cisco Emergency Responder (Mandatory)
c. Cisco Call Manager Express
d. Understanding of Cisco Licensing models
e. In depth understanding of Cisco Expressway
f. Cisco Unified Communication Express & Cisco Unity express
g. Cisco IM&P and Jabber
h. Cisco Voice Gateways (ISR Routers and Analog gateways)
i. Trunks, E1/ T1(CAS,CCS), FXS /FXO etc.,
k. Gateway protocols: H323, SIP, MGCP, SCCP.
l. Cisco Unified Contact Centre Express (preferred)
4.Excellent ITIL Knowledge – Incident, Change, Configuration, Problem Management
5.Excellent Problem analysis and resolution skills.
6.Expert knowledge in Cisco Unified Communications Manager (Release 11X to 12X)
7.Expert knowledge in Cisco Unity Connection (Release 10X to 11X)
8.Expert knowledge in planning and designing Cisco unified Communications network
9.Expert knowledge in Cisco Session Management platform (SME)
10.Expert knowledge in Session Border Controller technology
11.Expert knowledge in SIP Trunk
12.Knowledge of UCS and virtualization technologies
1. CCNP Voice (Preferred)
2. ITIL Foundation (Preferred)
3. Cisco Voice (Preferred)