he Network Management Specialist (NMS) is considered the highest level of repair within Client Services for all forms of VoIP, Data, and Managed Services products offered by Client. This position is accountable for monitoring, testing, remediating, and troubleshooting all Client Data, VoIP, Hosted, and Managed Services solutions and product offerings. He / She is accountable for the creation of documentation and associated training to properly maintain, troubleshoot, repair and/or remediate Clients Digital Services.

Additionally, this position will take ownership of executive level repairs or chronic tickets that have had significant challenges, including, but not limited to the re-engineering of the customer’s service while maintaining a higher level of contact with the customer. This role will also oversee all Network-related outages, engaging the proper internal and/or external parties and ensuring that frequent communication and/or updates are provided to all affected customers and support-related Client employees. This position will also periodically engage in change controls that work to streamline Client's VoIP and Core networks.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Chronic and Executive Level Escalations Issues involving VoIP and Managed Services:

- Conducts Advanced Rate Shaping via intelligence gained from the deliberate deployment of an optimization device in combination with interpreting Wireshark captures to understand the relationship of TCP/UPD traffic and ensure all traffic is properly optimized. This requires previous knowledge and use of Wireshark and complete understanding of TCP, UDP, HTTP, HTTPS and RTP related traffic.
- Specific use of deployable Visualware MCS devices, BNAs (Client Network Analyzer), or other available technologies, for the use of analyzing networks over a period of time, provide secure remote access to customer’s network and specialized TCP/UDP/RTP and Firewall testing to support a fully managed solution
- Works with Executive Escalation Team to offer support in Data, VoIP, and Managed Services, when called upon.

Product Testing, Training, and Support:

- Shares an in-house test lab that contains all Client provided equipment and remote access to all devices in order to further expand their working knowledge of said devices and their interactions with the network/switch. This lab will also be used during one-on-one training with fellow CS repair employees.
- Reviews, tests, and documents all new products incoming to Client to identify any issues in maintenance, deployment or training that must be addressed prior to the product being supported by CSRepair. Creates training documents and guidelines for troubleshooting and supporting the new product. NMS technicians will be responsible for providing this documentation to CSRepair and providing training when needed.
- Provides educational guides, group,



and individual training sessions to Client Services technicians to better improve the understanding of services/transport methods/troubleshooting steps needed to perform their job duties with better efficiency and accuracy.
- Meets regularly with Engineering (independently) for advanced training, as well as to discuss any service trouble issues that continue to be presented to Engineering by the Client Services Team that should come to the Sr. ARC team first. A Sr. ARC Team Member will represent CS during Engineering Council meetings.

Equipment Replacement and RMA:

- Acts as a liaison between customers, the vendor, and the internal Client resource when it is determined after further troubleshooting that equipment on site is defective and needs to be replaced. Facilitates customer calls when deploying contact center and Client UC one application, or in depth troubleshooting of VoIP, Data products and Managed Services. NMS technicians will work with the customer throughout the creation and deployment of the contact center and will be responsible for documenting the setup and providing to other teams.
- Responsible for all elements related to the configuration and shipment/return of complex equipment replacement, to include but not limited to: Hosted Phones, SBCs, ATAs, Routers, Switches, Client Telecom Managed Services Equipment, and works with the dispatched technician to complete the exchange.

Proactive Network Monitoring, Analysis, and Support:

- SolarWinds
- Monitors for group outages, isolating possible points of failure such as shared DS3, IP subnets or carrier and reporting the trouble to the appropriate party.
- Builds new nodes, when needed, as well as the manages and/or removes of all SNMP-based nodes.
- Redshift (Anchored calls Quality and SIP Signaling):
- Manages periodical server maintenance such as Firmware upgrades, Generating call traces for individual lines, as well as the creation/modification of internal users.
- Manages error responses 5XX (Server Error), 6XX (Global Error), and 4XX (Several Customer side) messages outside normal tolerances. Create ticket or Active Issue for proper document and isolation steps.
- Monitors registration count and take action to identify root cause for dip or increase if established thresholds for time of day, day of week are violated.

- Broadsoft
- Maintains and purges unassigned numbers from the NS server to ensure customer call flow and prevent internal network call failures.
- Oversees Fraud Alerts and purges unwelcome sessions from our AS server.
- Analyzes and updates quarterly NNACL database reports and ensures our servers have the most updated information. This will be created in a test environment and implemented in an after-hours change control when needed.




- VRT (Testing VOIP performance as well as Trace Routes using RTP):
- Trains Client Services on use of Net q Check testing to test “site to site”, and circuit related troubles.
- Maintains and builds new functionality using PI, VRT Server and MSC appliances to reduce truck rolls, reduce customer interaction to fix problems and increase dispatch efficiency
- Administers the creation of new test types as needed for customer and carrier specific isolation.
- VRT (Testing VOIP performance as well as Trace Routes using RTP):
- Trains Client Services on use of Net q Check testing to test “site to site”, and circuit related troubles.
- Maintains and builds current functionality using PI, VRT Server and MSC appliances to reduce truck rolls, reduce customer interaction to fix problems and increase dispatch efficiency
- Administers the creation of new test types as needed for customer and carrier specific isolation.

- Call Cruncher
- Receives notifications when Call Cruncher reporting has stopped and engages appropriate parties to reset server and ensure system stability.
- Engages Call Cruncher support for outages and service issues.

Management Reporting and Support and Queue Management:

- Receives queue visibility to assist with Team Leads and Management in monitoring call availability (i.e. clerical),
- Assists in supporting CS Repair via the Lead call queue, upon management request, in order to take over escalated calls from other CSRepair team members.
- Assists management in maintaining Client’s internal call queues, including loading recordings, adding and removing employees, and modification of schedules.

Contact Center Development and Deployment:

- Works with AM and OM to determine the best type of contact center for customer, based on customer needs
- Meets with customer to Contact Center specifications for Gold and Platinum Contact Centers.
- Oversees contact center after initial turnup and after cutover to ensure customer satisfaction.
- Provides ongoing support of contact center via customer repair ticket.

Network Event Monitoring and Remedy Force Broadcast Notification:

- Identifies network-related outages and engages the appropriate internal and/or external groups to push for resolution
- When needed, hosts conference bridge for all needed teams to work on troubleshooting.
- Creates, manages, and resolves all outages via RemedyForce Broadcast, providing frequent updates to both customer and internal Client employees.
- Ensures communication and understanding of all Network-affecting maintenance from both internal and external sources.

Ensures that the appropriate Client systems are updated with timely and accurate notes relating ticket statuses and site activity. Adheres to all policies, practices, and standards of the Company and our clients to ensure good order and discipline on the production floor.

Maintains the acceptable standards of efficiency and quality established by the company in order to ensure customer satisfaction.

📌 Network Management Specialist (Pune)
🏢 flightcase it services
📍 Pune