ASSOCIATE CONSULTANT
HCLTech
- Noida, Uttar Pradesh
- Permanent
- Full-time
Job Description: Third level support Cisco UCC/UCCE infrastructure, environments, support team members, and end users.
Skills: Cisco UCM/UCCE infrastructure support - advanced, General Unified Communications knowledge, Advanced troubleshooting/Triage Cisco UCM/UCCE incidents, Cisco UCM/UCCE and general UCC service requests, Cisco Jabber, Cisco IPT, Service Now Incident Management, Service Now Request Management, Verbal communications.
This position has the dual responsibility of understanding and participating in the support of end-users encountering issues, requesting changes, and needing technical assistance with Cisco Unified Communications products as well as enabling business development efforts by HCL America, Inc. The position requires a person with an extensive background supporting Cisco Unified Communications infrastructure, and experience with creation and support of automation of UC related infrastructure (tasks, reports, etc).
Responsibilities:-
Ensures that the technical infrastructure is sufficiently robust, scalable, and efficient to deliver the integrated services underlying the physical environment that supports the processes, resources, and operators required for developing, integrating, sustaining enterprise applications and support services.
Addresses the day-to-day management and maintenance of infrastructure services, systems, and applications.
Provides key information and partnership to Operations in order to ensure successful knowledge support.
Ensures service level management through the development of processes, people, technology, and service level and operating level agreements.
Ensures infrastructure and operations security, such as network and application firewalls, authentication, identity management, and intrusion detection and prevention.
Responsible for delivering IT support and services to all end users of the Cisco UC platform (CUCM, UCCE, Cisco IPT hard phones and Cisco Jabber).
Independently handles and resolves routine problems and moderately complex assignments, but may require assistance and guidance for more complex issues.
Maintains and continues to develop breadth of knowledge in Unified Communications (Cisco Platform CUCM/UCCE/Hard Phones/Jabber softphone)
Develops understanding of client specific user experience best practices and applies industry experience and expertise to introduce innovation and efficiencies.
Share knowledge with team members and other teams to enable cross-functionality.
Independently identifies problems, related technical issues and the approach to long-term, repeatable solutions meeting customer/grantor needs
Independently handles and resolves routine problems and moderately complex assignments, but may require assistance and guidance for more complex issues
Maintains and continues to develop breadth of knowledge in software engineering topics, including classes, functions, security, containers, version control, CI/CD, and unit tests
Maintains and continues to develop breadth of knowledge in programming (e.g. Java, JavaScript), and database functionality (e.g. SQL, Non-SQL)
(1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To part