About the role
Troubleshoot and resolve any hardware, software or configuration related incidents
Responsible for preparing Method of Procedure for any configuration changes, and executing any configuration changes as approved by customer
Responsible for leading any planned scheduled maintenance activities.
Able to lead any incident calls with OEM technical support and provide any inputs required for restoration.
Key Spoc for Incident & Change Management
Effective Ticket handling to adhere Agreed SLA.
Mentor & Hand hold L1 Teams and enhance their performance
Act as a key SPOC for Critical & Major Incidents
Take initiatives in learning & evaluating new Network Technology & Tools
Effective coordination & communication with end customer to have high CSAT.
Co-ordination with customer and providing timely updates whenever required.
5-6 years of related experience in Customer facing Organization from the SI domain.
Implementation and Troubleshooting experience on Cisco Call Manager / CME / Session management edition & UCCX.
Implementation and Troubleshooting experience on Cisco Voice gateway / Video Gateways, on SIP, H323 , MGCP & TDM Voice .
Implementation and Troubleshooting experience on WebEx Calling, WebEx team, Unified Mobility & Cisco Business edition .
Implementation and Troubleshooting experience on Cisco Expressway (E&C) and integration with Third Party calling tools.
Implementation and Troubleshooting experience on Cisco CMS & CMR and integrting with third party like Microsoft
Implementation and Troubleshooting experience on Cisco Telepresence Server, TMS SX Series & EX Series.
Implementation and Troubleshooting experience on Cisco UCS Server & VMware vSphere Esxi 5.5 to 6.7 .
Ability to work in 24X7 Environment.
Technical & Functional Skills & Certifications
Certified ITILv3 Foundation Preferred
Sales & Marketing Asia Pacific
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.
Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.