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Microland
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382 Microland Jobs
Digital Voice - Senior SME
8-15 years
₹ 15.35 - 18.5L/yr (AmbitionBox estimate)
Bangalore / Bengaluru
1 vacancy
Digital Voice - Senior SME
Microland
posted 6d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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
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Rating based on 9 Senior Subject Matter Expert
reviews
Anonymous · IT & Information Security
in Bangalore / Bengaluru
after policy changes I didn't have at list one positive to share about the company
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.
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