Infra Tech Support Practitioner

Project Role :Infra Tech Support Practitioner

Project Role Description :Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.
Must have skills :Unified Communication and Collaboration Implementation
Good to have skills :NA
Minimum 5 year(s) of experience is required
Educational Qualification :15 years full time education
Summary:As an Infra Tech Support Practitioner, you will provide ongoing technical support and maintenance for production and development systems and software products. You will be responsible for configuring services running on various platforms and implementing technology at the operating system-level. Your role will involve troubleshooting at both basic and intermediate levels.
Roles & Responsibilities:

Expected to be an SME, collaborate and manage the team to perform.

Responsible for team decisions.

Engage with multiple teams and contribute on key decisions.

Provide solutions to problems for their immediate team and across multiple teams.

Ensure smooth functioning of production and development systems.

Perform hardware and software support for configured services.

Troubleshoot and resolve issues at L1 and L2 levels.

Implement technology at the operating system-level.

Manage server and network areas.

Collaborate with software solutions/vendors/brands.

Ensure adherence to defined operating model and processes.

Contribute to continuous improvement initiatives.

Stay updated with the latest industry trends and technologies.

Train and mentor junior team members.
Professional & Technical Skills:

Must To Have Skills:Proficiency in Unified Communication and Collaboration Implementation.

Good To Have Skills:Experience with IT Service Management.

Strong understanding of networking protocols and technologies.

Experience in configuring and troubleshooting unified communication and collaboration solutions.

Knowledge of server and network administration.

Familiarity with operating systems and software solutions.

Ability to analyze and resolve technical issues.

Excellent problem-solving and communication skills.
Additional Information:

The candidate should have a minimum of 5 years of experience in Unified Communication and Collaboration Implementation.

This position is based at our Hyderabad office.

A 15 years full time education is required. Key Responsibilities

Maintenance administration of Cisco Voice PBX systems services Responsible for handling day-to-day Voice operations, requirements issues

Managing & maintaining Cisco Unified communication and collaboration, WebEx, Telepresence Infrastructure for various clients.

Managing & maintaining CUBE / CUSP, SIP trunks, Expressways and troubleshooting issues.

Provide L3 / L4 support for operational activities.

Vendor management for resolving major production issues.

Handling day to day Incidents and Service requests.

Sending daily and weekly status reports to Client and Project Manager.

Prepare technical solutions and effort estimation for the projects.

Planning, coordinating, tracking and executing Migrations.

Identify process improvement areas and define new processes.

Identify automation areas and implement the automations to optimize the team efforts.

Mentoring team members to achieve target timelines and deliverables.

Handling escalations related to project deliverables and looking into RCAs.

Coordinating with vendors on process improvement areas and ensure to have those in place.

Motivating team members to upskill / cross skill.

Tracking team contribution towards project deliverables.

Contributing and driving project / capability initiatives.
Technical Experience:

Product/Solution knowledge – Cisco UC&C, WebEx Meetings, WebEx Teams, Cisco Meeting Server, CUC/Unity, Expressways, Voice gateways, CUBE/CUSP, Video Endpoints, Media Control Unit, E911 (Intrado).

Sound technical knowledge and hands-on on Cisco UC&C environment.

Implementation and ongoing management of the Cisco UC&C products.

Management and troubleshooting of complex environment.

Expertise on ITIL processes and project management.Good To have

Exposure on UCCX/UCCE.

Knowledge of Verint recording.

Automation using RPS / DevOPSProfessional Attribute

Minimum 7-9 years of hands-on experience on one or more products mentioned above.

Experience in implementing and managing complex UC&C environments.

Good understanding of procedures, application and concepts within own subject area (and understanding them in the context of the business)

Team handling / people management, good communication skills.

Self-driven, target oriented.

Excellent communication skills.

Previous experience working with cross geography teams.

Ready to work in shiftEducation

Bachelor's degree in engineering preferred.Certifications

CCNA / CCNP / CCNP Voice

 Qualifications 
15 years full time education