Tcom - Network Support Senior Analyst

NTT
Bengaluru
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Debugging","Troubleshooting","Written communication","Verbal communication","Priority management"]

Provide advanced support for UC and VC services, resolving escalations from L1 through root cause analysis and corrective actions. Administer Cisco UC components (CUCM, Unity Connection, Emergency Responder) and Cisco Webex endpoints, ensuring reliable configurations, dial plans, and remote-site voice routing. Monitor dashboards, produce performance/capacity and call-accounting reports, and manage approved changes and firmware updates within maintenance windows. Create SOPs/KBA articles and collaborate with OEM vendors to drive cases to resolution.

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FursaFursa
NTT
NTT
3 weeks ago

Tcom - Network Support Senior Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Provide advanced support for UC and VC services, resolving escalations from L1 through root cause analysis and corrective actions. Administer Cisco UC components (CUCM, Unity Connection, Emergency Responder) and Cisco Webex endpoints, ensuring reliable configurations, dial plans, and remote-site voice routing. Monitor dashboards, produce performance/capacity and call-accounting reports, and manage approved changes and firmware updates within maintenance windows. Create SOPs/KBA articles and collaborate with OEM vendors to drive cases to resolution.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Resolve UC and VC incidents escalated from L1 using root cause analysis and implement corrective/preventive actions.
  • •Administer Cisco UC components (CUCM, Unity Connection, CER) for user configuration, dial plan updates, voicemail setup, and remote-site voice routing.
  • •Support video conferencing by configuring and monitoring Cisco Webex room systems and troubleshooting video quality and scheduling integrations.
  • •Monitor UC/VC systems via dashboards and produce performance, capacity, and call-usage/cost reports using call accounting tools.
  • •Implement approved UC/VC changes, software updates, and firmware patches; maintain Knowledge Base articles and SOPs; coordinate with OEM vendors for escalations to resolution.

Key Requirements

  • •Hands-on experience supporting Cisco UC platforms, including CUCM, Unity Connection, and Cisco Emergency Responder (CER).
  • •Experience administering Cisco Webex devices and Control Hub, with Microsoft Teams Rooms knowledge a plus.
  • •Strong understanding of VoIP protocols (SIP, RTP, H.323) and dial plan logic (E.164, NANP).
  • •Working knowledge of voice gateways, CUBE, Session Border Controllers, and SRST configuration.
  • •Working knowledge of ITIL incident and change management processes.
Experience:IT service managementUCVoIPVideo conferencing
Education:Bachelor's in IT or Networking
Skills:DebuggingTroubleshootingWritten communicationVerbal communicationPriority management
Certifications:Cisco CCNACisco CCNP CollaborationCisco WebexVideo Network SpecialistITIL FoundationMicrosoft Teams Voice Engineer Associate
Tech Stack:Cisco Unified Communications Manager (CUCM)Unity ConnectionCisco Emergency Responder (CER)Cisco WebexCisco Webex video endpointsControl HubMicrosoft Teams RoomsSIPRTPH.323E.164NANPVoice gatewaysCUBESession Border ControllerSRSTDashboardsMicrocallClearViewTeleMate

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn