Deputy Manager

2COMS Consulting Pvt. Ltd.
  • Pune
  • Confidential
  • 6-11 years
  • Views
  • 06 Jul 2018

  • IT/ Information Technology

  • BPO/ ITES/ Call Centers
Job Description

Evaluates, designs, documents, installs, implements, tests, and performs problem isolation and resolution; and monitors, tunes, sets standards and maintains a range of Telephony components and systems. 2nd Level Operation Support the operations of a 24/7/365 Telephony. The position is responsible for conducting monitoring of Telephony Servers, provide operational support for voice related activities, issues. Deliver Root Cause Analysis (RCA) after the incident resolution within 24-48 hours. Capable to explain/write recommendation in business terms. Uses monitoring, performance analysis, network management, software and hardware equipment to troubleshoot and isolate problems; gauge performance and activity. Develop and execute contingency plans for Telephony related hardware failures including isolated and major outages . Manage incident, change and request cases submitted to the Change Management team for resolution.Strong belief in ownership, from identification, through resolution and validation of Operational issues. 7 to 10 year of experience in Telephony Design, Management and trouble shouting Deep understanding of Telephony protocols. Proven hands-on Experience on Avaya, Verint, Cisco, Aspect platforms. Maintenance, troubleshooting of the Telephony related devices. Experience with ITIL methodology; specifically, Event, Incident, Problem, Request and Change management principles and tracking systems. Experience in Telecom Project Management and implementation Experience with the design, configuration, troubleshooting and monitoring of voice VLANs and Voice protocols (i.e. H.323, SIP, SCCP, MGCP, UDP and RTP). Responsible for Configuration, Integration, Implementation and Operational Support for Voice Solutions/devices (TDM, IP, SIP).Exposure to Avaya Voice portal/IVR administration and Maintenance. Experienced in Maintenance and Administration of Cisco CUCM, AVAYA CM 6.x, G430, G650, G450, etc. media gateways.Preferred experience in Reporting applications such as AVAYA CMS R17 .Should be able to resolve technical issues with Cisco Unity, Avaya Messaging, Application Enablement server (AES). Preferred experience in Verint call logger / Recorder voice & Screen Logger .Ensure availability of accurate & latest diagrams for all sites/clients/programs.Capacity planning, conduct infrastructure audits, configure security policies etc. Monitor Voice devices proactively to ensure that production downtime is minimized.To ensure an effective communication process is in place with all the stakeholders including Vendors, Server and Network and Operation support teams.Ensure proper monitoring of Voice infrastructure and appropriate alerts are configured in the system. Desired Education/Skills: ITIL? Foundation Level CertificationExperience and Certifications: Avaya ACA, ACIS, ACSS, Cisco VoiceExperience and Certifications :- CCNA VoiceFamiliarity with Enterprise environments (Data and voice networks, IT security systems, policies and procedures).

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2COMS Consulting Pvt. Ltd.