Network Voice Admin

Wipro Limited NYSE WIT BSE 507685 NSE WIPRO is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs Leveraging our holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest ambitions and build future-ready sustainable businesses With over 230 000 employees and business partners across 65 countries we deliver on the promise of helping our customers colleagues and communities thrive in an ever-changing world For additional information visit us at www wipro com Role Responsibilities Experienced in IP Telephony Environment of an enterprise impacting 4000 users Handling L2 incidents or escalated tickets from L1 team Participating in Major Changes and guide the L1 Team Run the system heath check procedures provide inputs to L3 teams Maintains and monitor network utilization and make necessary changes whenever required in Technical Transition Documentation skills Onsite to Offshore Log onto Network element Analyze Trouble shoot Diagnose root cause of the Incident and provide Temporary work around including Activation of backup Circuits etc Contribute to KEDBs SOPs and participate in SIPs being driven by the delivery Must have Good understanding of IP Telephony Protocols such as SIP H 323 Protocols Network monitoring tools like Solarwinds Prognosis etc Knowledge on QoS Configuration and administration Ability to understand and validate network troubles faults in one or more of the following domains Technology VoIP Switches CISCO IPT Session Border Controller Solarwinds Voice Switching TDM VoIP Call processing Trunking Signaling SS7 xcdx8fDo Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of client s network server system storage platform infrastructure and other equipment s to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised dial home email chat IMS ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets service Installing and configuring software hardware requirements based on service requests 100 adherence to timeliness as per the priority of each issue to manage client expectations and ensure zero escalations Provide application user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests issues are resolved in a timely manner xcdx8fDeliver No Performance Parameter Measure 1 100 adherence to SLA timelines Multiple cases of red time Zero customer escalation Client appreciation emailsxcdx8fxcdx8fMandatory Skills Network Voice Admin Experience 3-5 Years Reinvent your world We are building a modern Wipro We are an end-to-end digital transformation partner with the boldest ambitions To realize them we need people inspired by reinvention Of yourself your career and your skills We want to see the constant evolution of our business and our industry It has always been in our DNA - as the world around us changes so do we Join a business powered by purpose and a place that empowers you to design your own reinvention Come to Wipro Realize your ambitions Applications from people with disabilities are explicitly welcome If you encounter any suspicious mail advertisements or persons who offer jobs at Wipro please email us at Do not email your resume to this ID as it is not monitored for resumes and career applications Any complaints or concerns regarding unethical unfair hiring practices should be directed to our Ombuds Group at We are an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race color caste creed religion gender marital status age ethnic and national origin gender identity gender expression sexual orientation political orientation disability status protected veteran status or any other characteristic protected by law Wipro is committed to creating an accessible supportive and inclusive workplace Reasonable accommodation will be provided to all applicants including persons with disabilities throughout the recruitment and selection process Accommodations must be communicated in advance of the application where possible and will be reviewed on an individual basis Wipro provides equal opportunities to all and values diversity