Beschreibung
Tasks
- Build and enhance UcaaS solution on Siemens/Unify.
- Establish solution sizing, implementation, Lab, COE and on-going support model with detail project plan.
- Supporting various implementation activities, including greenfield installations, brownfield conversions, working with other engineers to direct efforts and tasks, etc.
- Partner Collaboration: working with partners like Cisco, Siemens/Unify and Avaya to stay abreast of new technologies and solutions.
- Act as the ongoing interface between the client and the system or application.
- Dedicated to quality, using exceptional communication skills to keep our world class systems running.
- Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
- Provide mentorship to team.
- Provide Service recovery for major incidents/P1 tickets through hands-on troubleshooting
- Leadership in handling technical issues and escalations
- Perform Root Cause Analysis for Major Incidents and drive completion of corrective/preventive actions
- Implement service improvement program.
- Review High Level Design, Low Level design and Acceptance test plans of inflight projects
- Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents
- Participate in business meetings with various stake holders on a need basis
- Effort estimation/reviews on need basis for new projects.
- Work with project teams for activities such as new server build, OS upgrades, migrations etc
Skills
- Good knowledge across Unified Communication capabilities such as Voice Services, Video conferencing, Web conference, Webcast, Instant Messaging such as Jabber
- Hands on troubleshooting of Instant Messaging Jabber, WebEx Teams - HCS, IMP
- Supporting end user client and resolve issues related to web conferencing to address Audio/Video quality issues
- Provisioning and troubleshooting of WebCasting and Mass notification system Intrado.
- Remote troubleshooting of Video Conferencing.
- Knowledge of Cisco, Avaya Aura Portfolio including IP Office, Cisco Unified Communication Manager, Session Manager and System Manager, Messaging.
- Experience in handling voice services including managing end user devices remotely, phones physical installation, troubleshooting, gathering local logs and work on CUCM, CUC, expresways, CUBE.
- Proven experience with network security principles, and network management best practices.
- Working technical knowledge of current network hardware, protocols, and Internet standards.
- Excellent network troubleshooting experience, ability to conduct research into networking issues and products as required.
- ITIL Awareness
- Excellent written and oral communication skills.