Provide 24/7 support to Call Center.
Coordination with vendor and business to effectively resolve the issue.
Involve in call flow analysis using Wireshark.
Configure call quality service to ensure proper prioritization of traffic.
Provide L1&L2 support to Call center and data networks solutions
Preform daily health checks, monitoring alerts and reports to maintain availability and performance KPIs and SLAs.
Liaison with vendors to perform planned preventive maintenance and reconciliation exercises.
Maintaining records of all VoIP network activity, including call logs, system logs, and configuration changes made to the server.
Establishing and maintaining records of phone calls, including call duration and call volume statistics.
Perform DR drills to ensure business continuity of critical solutions.
Troubleshooting of voice, LAN and WAN services
Maintain documentation for VOIP systems, including diagrams, procedures, and user manuals.
To ensure compliance IT Security and Governance policies and procedures.
To perform patch management exercises to upgrade deferred releases firmware/IOS/OS to mitigate security vulnerabilities.
Identifying issues with VOIP and Video Conferencing Solutions.
Understanding of Video Conferencing Solution with capabilities of Designing and deployment.
Provide technical support in Project deployments, weekly follow ups, reporting of progress to Manager. Other responsibilities include.
?? Vendor Coordination for equipment deployments and configurations
?? Coordination with IT PMO
?? Coordination and compliance of IT Security and Governance
?? Weekly progress reporting in coordination with project managers
Bachelor in CS, BE or equivalent
3+ years of relevant experience
- Knowledge, and troubleshooting experience in Avaya, Genesys, Cisco
- Candidate must have knowledge of IVR, Call menus, Inbound groups, and queues Operations Management
- Must have L2 level troubleshooting skills of Call center and data networks solutions.
- Good analytical and technical knowledge of VOIP (SIP Call Flow)
- Basic know how of WAN and LAN technologies.