Job Summary The Sr Administrator for Support & Operations plays a crucial role in delivering advanced technical support and troubleshooting for on-premise Cisco Collaboration systems. This position focuses on ensuring customer satisfaction through effective resolution of complex incidents and proactive management of technical issues, contributing to the overall stability and security of the collaboration setting.

Key Responsibilities

1. Provide Advanced Technical Support For On-Premise Cisco Collaboration Systems By Analyzing And Resolving Complex Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Perform Root Cause Analysis For Escalated Technical And Security Issues, Implementing Effective Solutions To Enhance System Performance And Reliability.
3. Lead Knowledge Base Updates And Management Initiatives, While Training And Coaching Analysts To Improve Team Capabilities And Service Delivery.
4. Resolve Complex Support Tickets Within Agreed SLAs, Collaborating With Cross-Functional Support Teams To Maintain Seamless Operations And A Robust Security Posture.
5. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, And Proactively Addressing Potential Security Threats.

Skill Requirements

- Hard filter on: DMS/5ESS/CS2K/EWSD/AXE keywords, Sonus/Genband, SIP SS7, DS-1/DS-3, SBC, and at least one Cisco/Adtran/Genband/Sonus certification or formal training.
- Prioritize candidates from carriers, wholesale voice providers,



or large VoIP operators where international voice, toll-free, and 911 services are core business, as that closely matches the listed services.
- Tier-1/Tier-2 telcos and ILD/wholesale voice providers (international voice, toll-free, IDD).
- OEM/NEP and SI partners who implement Sonus, Genband, Nortel DMS/CS2K, 5ESS, EWSD/AXE.
- Large enterprise NOCs running mixed TDM/VoIP and SBC borders.

- These organisations are much more likely to have the exact DMS/5ESS/CS2K/EWSD/AXE plus SIP/SS7/SBC mix we want. As they source from Naukri, find each candidate as per below:

- Snapshot: "7.5 yrs - Ex-ILD carrier - DMS100/250, 5ESS, Sonus SBC, SIP/SS7, DS-1/3 - currently L2 Voice NOC, Chennai."
- Switches: tick which of DMS/5ESS/CS2K/EWSD/AXE/Sonus/Genband they have.
- Services: `POTS / 911 / Toll Free / IDDD / Ringdown / Conferencing`.
- Tools: `SIP trace, Wireshark, SBC traces, protocol analyser`.
- Certs: `Cisco (CCNA/CCNP/Collab) / Adtran / Genband / Sonus`.

Title patterns to search manually When scanning Naukri results, prioritise these current/last job titles:

- "Voice Network Engineer", "VoIP Engineer", "Telecom Voice Engineer", "Switching Engineer", "NGN / Softswitch Engineer", "SBC Engineer".
- "NOC Engineer - Voice", "L2/L3 Voice Engineer", "Unified Communications Voice Engineer".

Other Requirements

1. Cisco Certified Network Associate (CCNA) Collaboration (Optional But Valuable).
2. Cisco Certified Network Professional (CCNP) Collaboration (Optional But Valuable).

📌 Senior Administrator - Cisco Unified Communications (India)
🏢 HCL Technologies
📍 India