Digital Voice - Senior Administrator (VC2)

Required Skills
Technology | Cisco VoIP PABX Administrator - Level 2 Support
Technology | Five9 CCaaS Administrator - Level 2 Support
Technology | Fortinet VoIP Administrator - Level 2 Support
Technology | Amazon Connect Administrator - Level 2 Support

Education Qualification :
B.Sc

Certification Mandatory / Desirable :
Technology | VoIP Certifications / Avaya ACIS Core component / CCNP Collab / MS 720

Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings.
2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome.
3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians.
4.Process Compliance:
- Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process
- Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report)
- Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined)
- Ensure tickets are closed post user/customer communication
- Maintain inventory of Network equipments and links
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process