Voice L3
Published date: 2024/01/10
- Location: Delhi , Delhi, India
Want to be a part of our team?
The SD Support Engineer (L3) ensure that IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution.
Working at NTT
Sound Technical Knowledge with Hand on Experience of Min. 6-8 Years
Preferred Certification: Avaya / AWS / Genesys Cloud
• Architectural understanding of Avaya platforms like Communication Manager, Session Manager, CMS, Media Servers & Gateways
• Architectural understanding SBCs and Integrations
• Architectural understanding Recording platform and integrations.
• Deep understanding of SIP & H..
• Good understanding and working experience on cloud solutions like Amazon connect, Genesys, etc
• Good Experience on Avaya IP/SIP Telephony; Network Region design, Media Encryption, Call center administration; configuring Vector, VRT, Hunt Groups, Codecs, etc.
• Good Experience on Administration and Troubleshooting of Session Manager, Avaya Media Servers, Aura Messaging, AES, etc
• Good Experience on Administration and Troubleshooting on Oracle SBCs (SIP Peering, SIP Recording, Routing, Security, etc)
• Good Experience on Recording platform like Verint & Calabrio.
• Understanding of basic Networking
• Understanding of security and compliance.
• To provide support for on call escalations and doing incident and problem management
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting.
• Troubleshoot all contact centre operations related issues
• Daily Performance Review with Team
• Closure of Tickets with in defined SLA
• Managing all P1/P2 &P3 incidents during shift
• Providing the RCA within SLA or Workaround / Solution
• Adherence- Monthly Capacity planning reports
• Pre & Post implementation review for all RFC's
• Training to L1 & L2 Team
• Review & Update on SOP as per process
• Identify 3 areas of opportunities on improving operations, cost savings and user experience through automation initiatives.
What will make you a good fit for the role
The SD Support Engineer (L3) ensure that IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution.
Working at NTT
Sound Technical Knowledge with Hand on Experience of Min. 6-8 Years
Preferred Certification: Avaya / AWS / Genesys Cloud
• Architectural understanding of Avaya platforms like Communication Manager, Session Manager, CMS, Media Servers & Gateways
• Architectural understanding SBCs and Integrations
• Architectural understanding Recording platform and integrations.
• Deep understanding of SIP & H..
• Good understanding and working experience on cloud solutions like Amazon connect, Genesys, etc
• Good Experience on Avaya IP/SIP Telephony; Network Region design, Media Encryption, Call center administration; configuring Vector, VRT, Hunt Groups, Codecs, etc.
• Good Experience on Administration and Troubleshooting of Session Manager, Avaya Media Servers, Aura Messaging, AES, etc
• Good Experience on Administration and Troubleshooting on Oracle SBCs (SIP Peering, SIP Recording, Routing, Security, etc)
• Good Experience on Recording platform like Verint & Calabrio.
• Understanding of basic Networking
• Understanding of security and compliance.
• To provide support for on call escalations and doing incident and problem management
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting.
• Troubleshoot all contact centre operations related issues
• Daily Performance Review with Team
• Closure of Tickets with in defined SLA
• Managing all P1/P2 &P3 incidents during shift
• Providing the RCA within SLA or Workaround / Solution
• Adherence- Monthly Capacity planning reports
• Pre & Post implementation review for all RFC's
• Training to L1 & L2 Team
• Review & Update on SOP as per process
• Identify 3 areas of opportunities on improving operations, cost savings and user experience through automation initiatives.
What will make you a good fit for the role
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