HCL Technologies Limited Hiring For ANALYST at Madurai

Job Description

Division/Department: Network SBU
Location: List
PRF #: Job Title Network Voice
Reports to: No of position
Type of position: List Stream: Network Title List Level of Administrator List

General Description

Responsibilities:

1. Adhering to SLAs
2. Mentoring / Training Team Members
3. Handling tickets / requests
4. Perform root cause analysis
5. Troubleshooting technical issues
6. Defining processes and ensuring that the processes are adhered to
7. Oversees and is responsible for successful completion of Installation, configuration and migration
8. Ensure maximum uptime according to the SLA
9. Understanding of Multi-geo support environment
10. Responsible for building / maintaining a test environment
11. Improves and maintains customer and employee satisfaction
12. Suggests new technologies and design changes
13. Monitoring and maintaining SLA requirements by the team members
14. Testing / Auditing/processes as required from time to time
15. Identify Skill gaps and plan for training / knowledge updating

Technical Requirements

Technical Requirements on Cisco Collaboration (Operation Troubleshooting):

1. 3-5+ years of experience in Voice & Video Technologies, especially in Cisco Voice & Video technology.
2. Basic understanding of CUCM & Cisco Unity connection version 10.x, 11.x.
3. Basic understanding of VCS-C, VCS-E and Video Endpoint Registration and Troubleshooting.
4. Must be able to add IP phones, End users, CSS, Partition, Route pattern and Route Group etc.
5. Good understanding of Unity Connection Voice mail services & user provisioning.
6. Good understanding of VoIP, MGCP, H.323 and SIP services.
7. Must be able to diagnose call failures on VoIP and POTS and assist L3 on the analysis.
8. Should be able to jump on P1 bridges and drive the technical troubleshooting bridge.
9. Expert level experience in handling Cisco IP telephony Network Infrastructure.
10. Basic understanding of UCCX call flows and scripting knowledge with wallboard integrations.
11. Independently resolve tickets within SLA, coordinate with Telco for Circuit issues and DIDs.
12. Monitor Voice network via Solarwinds and TMS for alerts.
13. Experience in providing logs to TAC and resolve critical issues in timely manner.
14. Experience in Intercluster trunking, SIP trunking with Avaya and other IP PBX (Onnet/Offnet) calls.
15. Provide assistance for remote Jabber users for enabling phone control and IM&P capabilities.
16. Hands on experience with BAT, Bulk updates, User Facing Features support and daily operation health check and monitoring.

Soft Skills

1. Excellent communication and conversation skills (Verbal and Written)
2. Good documentation skills
3. Should have excellent customer handling skills
4. Able to handle high pressure situations
5. High level of acceptance
6. Can drive HCL's value and its methodology

Other Skills / Experience

Good to have exposure on latest Collaboration offerings such as WebEx.

Qualification

B-Tech

Skill (Primary)

DWP-UCC-Network Voice