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Premium Employer

Microland

Compare

3.5

based on 1.6k Reviews

Video summary

367 Microland Jobs

Digital Voice - Senior SME

Microland Limited

3.5

based on 1.6k Reviews

8-15 years

₹ 15.35 - 18.5L/yr (AmbitionBox estimate)

Bangalore / Bengaluru

1 vacancy

Digital Voice - Senior SME

Microland

posted 10d ago

Job Role Insights

Flexible timing

Key skills for the job

Computer Networking Investigations Inventory Management Ccie Cisco VoIP Troubleshooting

+ 2 more

Job Description

Required Skills
Technology | Cisco VoIP PABX Design SME - Level 4 Support
Technology | Avaya Telephony Expert - Level 3 Support
Technology | Genesys CloudCX Expert - Level 3 Support
Technology | MS Teams VoIP PSTN PBX Expert - Level 3 Support

Education Qualification :
Engineer - B.E / B.Tech / MCA

Certification Mandatory / Desirable :
Technology | VoIP Certifications / Avaya ASTA / ACIS / CCIE Collab / MS 720 / Genesys Framework

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

Employment Type: Full Time, Permanent

Read full job description

Microland Interview Questions & Tips

Prepare for Microland Senior Subject Matter Expert roles with real interview advice

Top Microland Senior Subject Matter Expert Interview Questions

Q1. Have you handle most difficult incident? If Is! What is your approach and what is the learning

asked in Major Incident Manager interview

View answers (2)

Q2. What is problem management and change management?

asked in Major Incident Manager interview

View answers (2)

Q3. What are switching technologies used in day to day life of network engineer

asked in Senior Network and Security Administrator interview

View answer (1)

View all 81 questions

What people at Microland are saying

3.1

Rating based on 9 Senior Subject Matter Expert reviews

Anonymous · IT & Information Security in Bangalore / Bengaluru

Likes

after policy changes I didn't have at list one positive to share about the company

Dislikes

The office work culture has undergone significant changes recently, transitioning towards a more micromanagement style. This shift entails closer supervision and guidance from management, with increased emphasis on monitoring and directing day-to-day tasks and activities.