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 Setting
- 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 Good 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 Certification
- Scripting, Python, And/or Other Scripting Experience Can Be A Benefit

• Linux Shells And Tools, Git Code Repositories, Infrastructure-As-Code

Preferred Qualifications:

- Effective written and verbal communication and interpersonal skills
- Ability to function effectively in demanding circumstances
- Shares information and communicates clearly with team members to improve team effectiveness
- Encourages and accepts feedback.

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