Req ID: phone_number

Job Summary

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

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).
Robust 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.

📌 Tcom Network Support Senior Analyst Bengaluru (India)
🏢 NTT DATA Business Solutions
📍 India