Job Summary

We are currently seeking a Tcom - Network Support Senior Analyst to join our team in Bangalore, Karnataka (IN-KA), India (IN).

Key Responsibilities
- Advanced Incident Problem Resolution: Resolve UC and VC issues escalated from the L1 team; perform root cause analysis (RCA) and implement corrective and preventive actions.
- Configuration Administration: Administer Cisco Unified Communications Manager (CUCM), Unity Connection, and Cisco Emergency Responder for user configuration, dial plan updates, and voicemail setup; configure and maintain SIP trunks, H.323 gateways, and SRST for remote sites.
- Video Conferencing Support: Administer Cisco Webex video endpoints, perform room-system configuration and health checks, and troubleshoot video quality issues and scheduling integrations (Exchange/Outlook).
- Monitoring Reporting: Monitor UC and VC systems through dashboards; produce performance and capacity reports; use call accounting tools (Microcall, ClearView, Telemate) to extract data and prepare usage and cost reports (training provided).
- Change Release Management:



Implement approved UC/VC changes, software updates, and firmware patches within designated maintenance windows.
- Documentation SOP Development: Create and maintain accurate Knowledge Base articles and SOPs to support L1 operations and audit requirements.
- Vendor Collaboration: Engage OEM vendors (Cisco TAC, SPOK, Mitel) for support cases and escalations through to resolution.

Required Skills Experience
- Hands-on experience with Cisco UC platforms: CUCM, Unity Connection, and Cisco Emergency Responder (CER).
- Experience administering Cisco Webex devices and Control Hub (Microsoft Teams Rooms knowledge is a plus).
- Solid understanding of VoIP protocols (SIP, RTP, H.323) and dial plan logic (E.164, NANP).
- Working knowledge of voice gateways, CUBE, Session Border Controllers, and SRST configuration.
- Sound operational knowledge of ITIL incident and change management processes.

Nice-t

📌 Tcom - Network Support Senior Analyst (Bengaluru)
🏢 NTT DATA PAYMENT SERVICES INDIA PRIVATE
📍 Bengaluru