Tata Communications Hiring for Sr.engineer at Pune, Maharashtra, India Full Time

Job Description

POSITION DESCRIPTION SUMMARY

Position Title: UCC Collaboration Support Engineer

I) Position Summary:

• Key objective / Purpose of the job:

The Subject Matter Expert role is a core technical position that acts as a consultant and technical lead for Microsoft Teams DR deployment. Requires advanced to expert level knowledge and understanding of architecture, applications, infrastructure, systems design, and integrations. Responsible for Implementation, supporting presales, Service designer and Operations Support teams at different stages during the customer delivery life cycle.

Microsoft Teams administrator with MS 700 certification.
At least 4 to 5-year experience providing technology leadership in the MS Team Telephony space is required.
This role will be responsible for managing our global MS Teams customers.
This roll also responsible for, Cisco Collaboration platform CUCM 11.x or Latest Version, VCS, Cisco CMS, Polycom RMX, MS Lync, endpoint viz CTS, EX, MX, SX, C Series, Polycom. Strong hands on experience on carrier/service provider network with thorough knowledge of routing protocols & QoS. Polycom Certification having benefit.

Install patches, maintenance releases, and perform system upgrades. Experience in Cisco Unified Communications v11.x or later hands on experience, e.g., with Call Manager, IM&P Server, Jabber, WebEx v2.5, VCS Expressways, Telepresence, and Unity Connection implementation and support.

• Major activities:

• Managing Microsoft Teams customer Globally day to day troubleshooting and change management.
• Proactive/Reactive fault management for Cisco UCC products IPT/VC/TP services.
• Customer Handling during the fault and ensuring subsequent updates in timely manner
• Vendor/OEM Support escalation and ticket handling
• Working with NOC for day to day Operation & troubleshooting
• Able to work in 24/7 working environment.
• Deployment & Support of MS Teams DR configuration and Testing.
• Supports Day-2 Operations team in identifying and fixing escalated cases.
• Identify and resolve issues observed during deployment and testing phase.
• Interact with Microsoft for issue resolutions.
• Provide technical assistance to service designer in pre-delivery phase.
• Preparation / Support in drafting the LLD and Deployment design document.
• Microsoft Teams admin center and associated PowerShell controls, including but not limited to:
• Manage meetings, including meeting policies, configurations, and conference bridges.
• Manage voice, including calling policies and phone number inventory and assignment.
• Manage messaging, including messaging policies.
• Manage all org-wide settings, including federation, teams upgrade, and Teams client settings.
• Manage the teams in the organization and their associated settings, including membership (group management supported via PowerShell, team management in the Teams admin center).
• View user profile page and troubleshoot user call quality problems using advanced troubleshooting toolset.
• Access, monitor and troubleshoot tenant’s call quality and reliability using data exposed in Call Quality Dashboard (CQD) down to the users impacted by poor call quality.

II) Person Specification:

a) Essential Qualifications & Certifications:

Bachelor’s Degree in Electrical, Electronics, Telecommunications
MS 700 Certification.
Cisco CCNP Collaboration Certification

b) Requisite Skills:

• 4 to 5 years telecommunications industry experience
• Proficient in Microsoft Teams Collaboration troubleshooting and change Management.
• Capability to help client’s structure, plan, estimate, deliver, deploy and operate the Teams services, cloud connectivity, and network infrastructures supporting an enterprise architecture.
• Deep experience with Azure AD Group, O365 license management and O365 Groups
• Deep experience with Azure AD Group, O365 license management and O365 Groups
• Proficient in TP/VC endpoints CTS, EX, MX, SX, C Series, Polycom and others Video endpoint troubleshooting.
• Ability to demonstrate excellent IP Switching and Routing knowledge
• Strong understanding of MPLS and carrier backbone technologies with routing QoS
• Ability to demonstrate excellent fault diagnosis and best practice troubleshooting concepts
• Fluent English
• Excellent verbal and written communication abilities.
• Work effectively under pressure
• Aptitude for learning, ability to quickly grasp new and leading-edge technologies.
• Effective participation and departmental representation in engineering and product roadmap
• enhancement
• Rigorous attention to detail, enforcing and working within change control procedures.
• Teamwork and team building attributes
• Travel to Different city whenever require.
• Provide high-level customer support at 2nd line / 3rd line level to internal and external service users
• Subject Matter Expert in MS-Teams support
• Training and guidance to other team members and advisory to management on MS-Teams
• Work closely with Product and Professional Service Teams to understand MS-Teams deployments and service roadmap and then to assist management in ensuring readiness to Teams Support by the service Desk
• Technical support on our other collaboration products and services; Cisco UC (CCA, Teams, etc.), voice services, and Blue jeans collaboration tools (training will be provided)
• Ensure effective Incident Management in line with our defined SLA commitments
• Provide a high level of customer service on request fulfilment – Request for change and Request for Information on our supported services
• Manage our suppliers to ensure incident resolution in line with set SLAs
• Take initiative to drive issues/problems to resolution and escalates when appropriate.
• Look for continuous quality improvement in the processes and activities associated with this position.
• To meet or exceed quality goals set for the position concerning customer satisfaction ratings and performance measures
• To assist with tasks as assigned by the manager which may involve providing support to other areas of the business, as required.
• Knowledge and Hands on in Microsoft Teams DR, Skype for Business, Office365 products along with Exchanges services
• Knowledge of Azure cloud technology & AD integration and troubleshooting
• Detailed knowledge on Design & Skype to Teams DR Upgrade
• Knowledge on Video endpoints is an added advantage.
• Knowledge on Network, QOS, LAN, WAN & MPLS technologies.
• Experience in troubleshooting telecommunications equipment and technologies including TDM, T1/E1, ISDN/PRI etc.
• Strong experience in UC Microsoft domain in a service provider environment
• Understanding about Voice Gateways & SBC
• Basic knowledge in Microsoft SQL Server.
• Incident & Problem management.
• Certifications:
• MCSA, MCSE, Deploying Enterprise Voice with Skype for Business Core Solutions of Microsoft Skype for Business, Managing Microsoft Teams (beta) – Microsoft 365 Certified: Teams Administrator Associate

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