Experience
4 - 9 yrs
Job Location
Bengaluru, India
Vacancy
1
Designation
Senior Network Support Engineer
Job Type
Not specified
Job Description
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Tcom - Network Support Senior Specialist to join our team in Bangalore, Karnataka (IN-KA), India (IN).
Key Responsibilities - Advanced Incident Problem Resolution: Resolve UC and VC issues escalated from the L1 team; perform root cause analysis (RCA) and implement corrective and preventive actions.
- Configuration Administration: Administer Cisco Unified Communications Manager (CUCM), Unity Connection, and Cisco Emergency Responder for user configuration, dial plan updates, and voicemail setup; configure and maintain SIP trunks, H.323 gateways, and SRST for remote sites.
- Video Conferencing Support: Administer Cisco Webex video endpoints, perform room-system configuration and health checks, and troubleshoot video quality issues and scheduling integrations (Exchange/Outlook).
- Monitoring Reporting: Monitor UC and VC systems through dashboards; produce performance and capacity reports; use call accounting tools (Microcall, ClearView, Telemate) to extract data and prepare usage and cost reports (training provided).
- Change Release Management: Implement approved UC/VC changes, software updates, and firmware patches within designated maintenance windows.
- Documentation SOP Development: Create and maintain accurate Knowledge Base articles and SOPs to support L1 operations and audit requirements.
- Vendor Collaboration: Engage OEM vendors (Cisco TAC, SPOK, Mitel) for support cases and escalations through to resolution.
- Hands-on experience with Cisco UC platforms: CUCM, Unity Connection, and Cisco Emergency Responder (CER).
- Experience administering Cisco Webex devices and Control Hub (Microsoft Teams Rooms knowledge is a plus).
- Strong understanding of VoIP protocols (SIP, RTP, H.323) and dial plan logic (E.164, NANP).
- Working knowledge of voice gateways, CUBE, Session Border Controllers, and SRST configuration.
- Sound operational knowledge of ITIL incident and change management processes.
- Experience with call accounting and TEM tools and legacy PBX (Microcall, ClearView, Telemate, Mitel PBX).
- Basic automation skills (PowerShell, Python) applied to UC administration tasks.
- Understanding of video interoperability solutions in multi-platform environments.
- BE/B.Tech, MCA, or equivalent degree in IT or Networking.
- Certifications considered a strong plus: Cisco CCNA/CCNP Collaboration, Cisco Webex or Video Network Specialist certification, ITIL Foundation, Microsoft Teams Voice Engineer Associate.
- Excellent debugging and troubleshooting skills for voice and video issues.
- Strong written and verbal communication for collaboration with global teams and customers.
- Ability to manage competing priorities and high-pressure situations in a 24/7 support model.
L2 UC Video Engineer - L3 Collaboration Specialist - UC Solution Architect / SME, with a path toward advanced certifications (CCIE Collaboration, AV Design) and automation expertise.