L3 UCCE Engineer

☞ Servion Global Solutions

View: 102

Update day: 06-05-2024

Location: Mumbai Maharashtra

Category: Telecommunications

Industry:

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Job content

Job Description:
Experience to take care L2 team and L3 level escalations
on Cisco HCS UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.
Experience to handle L2/L1 team and train them on customer solutions
Experience to handle Seve 2 & 1 situations and articulate the RCA .
  • Provide Level-3 support to Operations and Delivery to drive incident resolution

  • Recommend improvements in hardware and software to drive platform stability

  • Perform Sizing and Capacity management of Cisco UCCE elements: ICM, CCVP, CUCM

  • Define Reporting, Monitoring and Alarming requirements according to Cisco best practices.

  • Consult on high severity incidents and complex work orders

  • Assist in the planning and implementation of ICM & UCCE upgrades, patches and enhancements.

  • Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption.

  • Consult on preventive maintenance activities to ensure platform stability

  • Identify opportunities to drive platform efficiencies

  • Partner with Operations on issues related to ICM-UCCE platforms

  • Proactively manage platform and component life-cycle to ensure stability and interoperability (at points of integration)

  • Have clear understanding on VOIP protocols like SIP, H.323 and MGCP. Should be aware of ITIL process.

  • Hands on Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Unified Call Manager Express, Cisco Unity, Cisco IPCC Express, Cisco Voice Gateway, Cisco IPT and Nice Logger.

  • Should be ready to work in 24/7 business support environment

    • - Should be having 8 - 10 years of experience on Cisco Voice platform.
  • Should have strong verbal & written communication skills

  • Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.

  • Performs advanced remote/on site troubleshooting activities encompassing system design issues, upgrade plans, creation of technical product documentation, up gradation & site coordination.

  • Initiates network improvement recommendations based upon experiences in CC field

  • Performs Root Cause Analysis & Track and update key performance metrics

  • Act as a point of contact for all service delivery issues/ pending work/ escalations

  • Provide team support and process improvements through individual contributions

  • Maintain and Update Knowledge Base and documentation & Initiate and implement processes improvements.

  • Perform change management in accordance with change management procedures

    • Key Skills:
    CISCO UCCE

    Location:
    MUM

    Required Experience:
    Min 5 yrs

    Contact Person:
    RMG

    Email ID:
    RMG@SERVION.COM

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    Deadline: 20-06-2024

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