Administrator - L3

CBR- 115K

Location - Pune

Job Title Network Admin - L2

Proposed Grade Band B2

Primary Skill (Technical Skill) Cisco IP Telephony and SIP Protocol

Secondary Skill (optional) SBC (Audiocodes/Ribbon), MS Teams Voice, Solarwinds

Educational Qualifications B.E. / B.Sc./Dip.

Experience Level 4 - 6 Years

Location of Posting

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
- Skills Must have Nice to Have

Technical Skills

(Core & Top-Up) - 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: o VoIP Switches o CISCO IPT o Session Border Controller o Solarwinds - Voice Switching: TDM, VoIP, Call processing, Trunking, Signaling, SS7 - Exposure to CISCO Unified Communication Solution Implementation and administration - H/W troubleshooting & Vendor coordination - Solarwinds. - MS teams Voice

Skills Must have Nice to Have

Process & Tools - Remote system administration - Should be able to give inputs to automation and reduction of manual efforts through Scripting/tools - Understand the Incident, Change & Problem management - Work along with Team for Capacity Planning - Vendor Management

Behavioral Skill - Supporting escalated tasks/incidents - Fair Written & Verbal Communication Skills - Good team player - Ready to work on 24*7 environment - Experience of handling global customers

**͏**:
**Do**
- ** 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
- 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
- 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

**͏**:
**Deliver**
- No
- Performance Parameter
- Measure
- 1.
- 100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation

**͏**:
**͏**:
Mandatory Skills: Network Voice Admin.

Experience: 3-5 Years.

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