Administrator - L3

CBR- 115K
Location - PuneJob Title Network Admin L2Proposed Grade Band B2Primary Skill (Technical Skill) Cisco IP Telephony and SIP ProtocolSecondary Skill (optional) SBC (Audiocodes/Ribbon), MS Teams Voice, SolarwindsEducational Qualifications B.E. / B.Sc./Dip.Experience Level 4 6 YearsLocation of PostingRole & 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 HaveTechnical 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/Technologyo VoIP Switches o CISCO IPT o Session Border Controller o Solarwinds Voice SwitchingTDM, VoIP, Call processing, Trunking, Signaling, SS7 Exposure to CISCO Unified Communication Solution Implementation and administration H/W troubleshooting & Vendor coordination Solarwinds. MS teams VoiceSkills Must have Nice to HaveProcess & 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 ManagementBehavioral Skill Supporting escalated tasks/incidents Fair Written & Verbal Communication Skills Good team player Ready to work on 24*7 environment Experience of handling global customersDo

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 clients network/ server/ system/ storage/ platform/ infrastructure and other equipments 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

Mandatory Skills:

Network Voice Admin.Experience3-5 Years.