Project Role : Infra Tech Support Practitioner
Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.
Must have skills : Unified Communication and Collaboration Implementation
Good to have skills : No Technology Specialty
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As an Infra Tech Support Practitioner, you will provide ongoing technical support and maintenance for production and development systems and software products. You will be responsible for configuring services running on various platforms and implementing technology at the operating system-level. Your role will involve troubleshooting at both basic and intermediate levels. Roles & Responsibilities: - Expected to be an SME, collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Ensure smooth functioning of production and development systems. - Perform hardware and software support for various platforms. - Troubleshoot and resolve issues at L1 and L2 levels. - Implement technology at the operating system-level. - Manage and configure services running on different platforms. Professional & Technical Skills: - Must To Have Skills: Proficiency in Unified Communication and Collaboration Implementation. - Strong understanding of IT service management principles. - Experience in troubleshooting hardware and software issues. - Knowledge of operating systems and network areas. - Familiarity with software solutions/vendors/brands. - Good To Have Skills: Experience with ITIL framework. - Experience in managing and configuring unified communication and collaboration tools. - Knowledge of virtualization technologies. Additional Information: - The candidate should have a minimum of 5 years of experience in Unified Communication and Collaboration Implementation. - This position is based at our Bengaluru office. - A 15 years full time education is required. Key Responsibilities • Maintenance administration of Cisco Voice PBX systems services Responsible for handling day-to-day Voice operations, requirements issues • Managing & maintaining Cisco Unified communication and collaboration, WebEx, Telepresence Infrastructure for various clients. • Managing & maintaining CUBE / CUSP, SIP trunks, Expressways and troubleshooting issues. • Provide L3 / L4 support for operational activities. • Vendor management for resolving major production issues. • Handling day to day Incidents and Service requests. • Sending daily and weekly status reports to Client and Project Manager. • Prepare technical solutions and effort estimation for the projects. • Planning, coordinating, tracking and executing Migrations. • Identify process improvement areas and define new processes. • Identify automation areas and implement the automations to optimize the team efforts. • Mentoring team members to achieve target timelines and deliverables. • Handling escalations related to project deliverables and looking into RCAs. • Coordinating with vendors on process improvement areas and ensure to have those in place. • Motivating team members to upskill / cross skill. • Tracking team contribution towards project deliverables. • Contributing and driving project / capability initiatives. Technical Experience: • Product/Solution knowledge – Cisco UC&C, WebEx Meetings, WebEx Teams, Cisco Meeting Server, CUC/Unity, Expressways, Voice gateways, CUBE/CUSP, Video Endpoints, Media Control Unit, E911 (Intrado). • Sound technical knowledge and hands-on on Cisco UC&C environment. • Implementation and ongoing management of the Cisco UC&C products. • Management and troubleshooting of complex environment. • Expertise on ITIL processes and project management. Good To have: • Exposure on UCCX/UCCE. • Knowledge of Verint recording. • Automation using RPS / DevOPS Professional Attribute • Minimum 7-9 years of hands-on experience on one or more products mentioned above. • Experience in implementing and managing complex UC&C environments. • Good understanding of procedures, application and concepts within own subject area (and understanding them in the context of the business) • Team handling / people management, good communication skills. • Self-driven, target oriented. • Excellent communication skills. • Previous experience working with cross geography teams. • Ready to work in shift Education • Bachelor’s degree in engineering preferred. Certifications • CCNA / CCNP / CCNP Voice