Incident Manager

3 weeks ago

GurgaonGurugram, 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 outbound-related 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 end-to-end management of incidents, from initial detection through to resolution and closure.

- Act as the primary point of contact for all incident-related 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 post-incident reviews to capture lessons learned and implement corrective actions as necessary.

(ref:hirist.tech)

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