ROLES AND RESPONSIBILTIES
- Ensuring Post-Review Of Priority 1/2 Incidents
• Following Defined Escalation Path When Needed
• Identifying Incidents Which Need Special Attention Or Partner Concern
• Handling Major Incidents
• Demonstrate Analytical And Problem Solving Skills
• Demonstrate Ability To Execute And Perform Timely Follow-Up To Ensure Customer Satisfaction
• Ability To Prioritize And Lead Multiple Efforts At Once, While Working In A High Stress Environment
• Operate And Support Of Collaboration Systems Using Cisco Products And Services
• Triage, Solve And Fix Complex Product Issues While Delivering RCA
• Serve As Tier 3 Escalation Point From Support Staff
• Build And Maintain Documentation For Support And Troubleshooting
• Work With TAC Teams On Complex Issues For Finding RCA
• Leading CMS Team, Driving Customer Bridges From The Technical Standpoint

Minimum Qualifications
- BE Or B.Tech Degree Required
• Knowledge Of ITIL Framework
• You Have More Than 8-10 Years Of Proven Experience In Large SMB And/or Enterprise Networks




• Minimum 8+ Years Experience In Cisco Uc/Voice Collaboration
• Expertise And Hands On Technical Experience With The Cisco Collaboration Portfolio Including Unified CUCM, Expressway, CUBE, IP Phones, Jabber And IM & Presence.
• Expertise And Hands On Technical Experience With IP Communications Signalling And Media Protocols, Including Session Initiation Protocol (Sip), H.323, Xml, Http, Restful Apis And Real-Time Transport Protocol (RTP)
• Experience With SBCs, PRI, CAS And Other Voice TDM Technologies
• Understanding Of Network Routing, Switching, UCS, Vmware
• You Possess Positive Communication (Written And Verbal), Presentation, Listening, Teamwork, Demonstration And Consulting Skills
• Escalation Handling Skills For Priority 1 & 2 Incidents
• Expert Knowledge On: CUCM, Gateway Protocols, Jabber And IM&P;
• Expertise In: CUCM Trace Reading, Jabber PRT Logs, IMP Trace Reading, GW Debugs
• Added Advantage If CCIE Voice Or Collab Certificatio

📌 Customer Support Engineer Cisco Unified Communications Voice (Bengaluru)
🏢 Planning Partners
📍 Bengaluru