Incident Manager

1 week ago


Gurgaon, Haryana, India Sampoorna Consultants Pvt. Ltd Full time

Purpose Of Role :


The role is doing end to end Incident Management for Voice issues for Legacy and CCaaS (Contact Center as a Service) solutions, is customer focused, and able to manage customer expectations while adhering to the SLA/KPI defined.


Skills/Experience MIM-Voice :

  • Typically engineering/science degree.
  • Good network support knowledge and experience, customer focussed and good customer service skills.
  • Good knowledge of Contact Center as a solution, specially genesys cloud.
  • At least 4 or more no. years professional experience within Cisco IPT environment.
  • Hands on experience on Genesys (CCaaS) would be added advantage.
  • Having Good Knowledge on CUCM, Gateways, Unity and UCCX Platforms.

Skills/Experience MIM-Voice :

  • Excellent communication and interpersonal skills are essential.
  • Proficient in time management to handle multiple tasks efficiently.
  • Experience in L2 support and incident management within voice and contact center environments.
  • Basic knowledge of supporting inbound and outboundrelated issues.
  • Ability to identify and address performance issues, collaborate with teams, and ensure service level agreements and project objectives are met.
  • Previous experience with voice and contact center technologies, including Inbound, Outbound Contact Server, and SBCs (AudioCodes).
  • Capability in handling escalated issues related to VOIP and contact centers.
  • Experience in coordinating multiple resolver groups.
  • Comfortable working in a support environment.
  • Sound knowledge of cloud contact center environments, SIP servers, AudioCodes SBC, and E1/T1 channels.
  • Proficient in incident management processes and procedures.
  • Oversee the endtoend management of incidents, from initial detection through to resolution and closure.
  • Act as the primary point of contact for all incidentrelated communication, ensuring timely and accurate updates to stakeholders.
  • Coordinate with internal teams and external vendors to troubleshoot and resolve incidents within defined service level agreements (SLAs).
  • Implement and maintain incident management processes and procedures to ensure consistency and effectiveness.
  • Analyze incident trends and root causes to identify opportunities for improvement and prevent recurrence.
  • Conduct postincident reviews to capture lessons learned and implement corrective actions as necessary.
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