Engineer - Cisco UCCE

1.Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other technology. 2. Indept knowledge on CUCM and Unity connection. 3. Basic knowledge on RTMT 4. Indept knowledge on MACD which includes phone, partiton CSS, transformation mask, translation pattern. 5. Voice mail addition and deletion.
6. Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
7. Work with all stakeholders to identify the workaround or resolution for the Incident
8. Set expectations of all stakeholders about the timelines and permissions required for the resolution
9. Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
10. Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
11. Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state
12. Open Problem Tickets as per Problem Management Policy and Procedures
11. Document in retrospect, the actions taken, learning and approvals in the service Management tools
12. Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.
13. Periodically audit Incident records and coach the Incident Management staff to
14. Insure that "ticket hops" are reduced to the minimum
15. Enforce the use of available knowledgebase, Configuration Management Database and Known Error Database for quicker resolution of Incidents 16. Quality of updates being made into the Incident Records

17. Devise, measure, report, monitor and improve the internally designed KPIs to improve the efficiency of Incident Management process. Example: Ticket hops, Incidents per staff, Incidents resolved using KEDB