Job Description

JD: - Providing end-to-end support to one of the leading client from US. Right from creation of tickets to the resolution. - Voice Operations/Services provided to the Commercial customers are Hosted PBX, Local Phone Services, SIP Trunking and PRI, Toll Free Services, Long Distance, Audio Conferencing etc. - Cisco Unified Communications Manager (CUCM) CCNA Voice, CCNP Voice, Cisco Call Manager Express CME, Avaya Aura Contact Center Administration, Technical Assistant Centre TAC Engineer - Good knowledge of Telecom Voice protocols - SIP / SS7 etc. - Ability to understand the SIP/SS7 protocol traces/ladder diagrams from Empirix or knowledge of any other tool will be an added advantage. - Proactive Alarm Monitoring of all the network entities – Routers, Switches, NGN network – Soft Switch / Media Gateways, SBCs, Tx Equipment’s, Cisco ONS, E1/T1 etc. - Maintenance & Operations of Dialogic NGN, Sansay & Acme/Oracle SBCs, Cisco ONS etc. - Work with vendors / carriers on T1 / T3 TDM circuits. Head-to-Head testing on transport layer. - Do regular follow-up with Vendor and provide the updates to customer in timely manner on tickets as necessary; ticketing system needs to be provided by you. - Works as an escalation team to support other teams for any call issues by investigating using SIP/SS7 traces, CDRs and raw switch traces. - Fraud analysis and investigation.