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We are seeking an Engineer for Unified Comms 2nd Line Operations to join our dynamic team in Pune. The purpose of this role is to support 2nd line operations for Cisco Unified Communications services and Voice over IP solutions (Hosted Collaboration Solution) for global enterprise customers. This team is responsible for ensuring the overall availability of the Voice platform.
Job Responsibility:
Provide end-to-end 2nd line technical incident support for Unified Communications services
Provide input for planning, assessment, and implementation of change requests
Resolve reported incidents within service level agreements
Request and manage vendor support activities
On-board new customers on the production environment through changes, testing, and updates into the inventory database
Manage technical service ramp-up (installation, configuration, and coordination of setup tasks) for network platforms
Resolve external customers' technical issues and attend conference calls that have this in scope
Update, maintain, and improve the knowledge and inventory database
Onboard and troubleshoot new customer deployments
Requirements:
Advanced knowledge in voice/VoIP networking, SIP protocol, UC Collaboration technologies, specifically: Oracle SBC, MS Teams, SIP, NGIN, IMS
Understanding of Networks, AWS, Azure, and ability to troubleshoot devices
Scripting/programming experience, preferably in Python
Experience with (at least 3) the following tools: Remedy, Netcool, Palladion, VoIP Future, Science Logic
Good oral and written communication skills
Six (6) or more years of experience in an implementation role, preferably with a primary technical focus on Cisco UC/Collaboration and Data Center technology
Good knowledge of Automation tools Cognitive
Understanding of new service offerings and methodology
Self-motivated to keep abreast of continual changes in the collaboration technology space
What we offer:
Opportunity to work in a dynamic and exciting environment where you can connect with exciting opportunities, develop, grow, and collaborate with teams from around the globe
Potential to advance from a 2nd line support engineer to a Subject Matter Expert (SME)
Exposure to cutting-edge technologies and continuous investment in building and developing the right capability and capacity