Administrator - L3

Proposed Grade Band B2

Primary Skill (Technical Skill) Cisco IP Telephony and SIP Protocol

Secondary Skill (optional) SBC (Audiocodes/Ribbon), MS Teams Voice, Solarwinds

Educational Qualifications B.E. / B.Sc./Dip.

Experience Level 4 - 6 Years

Location of Posting

Role & Responsibilities • Experienced in IP Telephony Environment of an enterprise impacting 4000+ users • Handling L2 incidents or escalated tickets from L1 team • Participating in Major Changes and guide the L1 Team • Run the system heath check procedures & provide inputs to L3 teams • Maintains and monitor network utilization and make necessary changes whenever required in Technical Transition & Documentation skills (Onsite to Offshore) • Log onto Network element, Analyze, Trouble shoot & Diagnose root cause of the Incident and provide Temporary work around, including Activation of backup Circuits etc. • Contribute to KEDBs, SOPs and participate in SIPs being driven by the delivery •

Skills Must have Nice to Have

Technical Skills

(Core & Top-Up) • Good understanding of IP Telephony Protocols such as SIP, H.323 Protocols • Network monitoring tools like Solarwinds, Prognosis , etc • Knowledge on QoS Configuration and administration • Ability to understand and validate network troubles / faults in one or more of the following domains/Technology: o VoIP Switches o CISCO IPT o Session Border Controller o Solarwinds • Voice Switching: TDM, VoIP, Call processing, Trunking, Signaling, SS7 • Exposure to CISCO Unified Communication Solution Implementation and administration • H/W troubleshooting & Vendor coordination • Solarwinds. • MS teams Voice

Skills Must have Nice to Have

Process & Tools • Remote system administration • Should be able to give inputs to automation and reduction of manual efforts through Scripting/tools • Understand the Incident, Change & Problem management • Work along with Team for Capacity Planning • Vendor Management

Behavioral Skill • Supporting escalated tasks/incidents • Fair Written & Verbal Communication Skills • Good team player • Ready to work on 24*7 environment • Experience of handling global customers

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client's network/ server/ system/ storage/ platform/ infrastructure and other equipment's to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Deliver
NoPerformance ParameterMeasure1. 100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails

Mandatory Skills: Network Voice Admin.

Experience: 3-5 Years.

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