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Telecom Services Analyst

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Date: Jun 15, 2022

Location: Bangalore, KA, IN

Company: NTT DATA Services

 1) Expert level of understanding of Cisco call Manager (CUCM ) and Unity Connection

2) Expert Level of understanding of SIP and call flows.
3) Understanding of Webex support and call flow.
4) Must have worked in support environment to support a CUCM, Unity Connection, Voice Gateways.
5) Owning and documenting escalated support tickets and service requests through resolution via ServiceNow.
6) Rotating on-call, support queue management, preforming network system analysis and reporting.

 

Position's General Duties and Tasks

  1. Day to Day job Duties: (what this person will do on a daily/weekly basis)
  2. • In depth knowledge of administration, maintenance, monitoring, upgrading and troubleshooting the organization’s Cisco CUCM, Cisco Jabber, Webex and cloud based telephony in a global environment. Cisco Video endpoints, Telepresence, Cisco Expressways (C Series and E Series).
    • Lead troubleshooting Major incident bridges and troubleshoot telecom system failures.
  3. • Installs, maintains, monitors, and updates VoIP and telecom systems, servers and gateways.
    • Capacity Planning for Telecom circuits and suggesting customers on upgrade/downgrade of circuit bandwidth
    • Complete understanding of E.164 numbering plans and the ability to perform number normalization.
    • Supports ongoing adds, moves and changes of users, voicemail and equipment.
    • Maintains VoIP system, highlighting risk and preparing plans for mitigating known risks from monitoring
    • Supports third party applications integrated into the organization’s VoIP systems
    • Good customer service skills.
    • Performs other duties as assigned or required.

  4. Basic Qualifications: (what are the skills required to this job with minimum years of experience on each)
    • Minimum 3-5 years of experience supporting Network voice infrastructure.
    • Minimum 1+ years of experience with Webex/Jabber support
    • Minimum 3-5 years of expertise with voice monitoring tool ( Cisco Prime )
    • CCNA Collaboration certified

Shift Timings : Rotational shifts this is 24/7 account


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