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Tier 3 Voice Operations Engineer, Associate, End User Services

Bengaluru, KA
Job Code:
  • Banking & Finance
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Job Details

Regular tasks will include, but will not be limited to performing periodic daily checks to report on the infrastructure integrity, performing proactive monitoring identifying and remediating potential production issues, undertake configuration management work in accordance with the Change Management procedures, perform Quality Assurance reviewing of proposed voice changes, assess risk, provide mitigation and provide technical sign off, undertake break fix activities and investigate the root cause and where appropriate develop mitigation plans, provide hardware diagnostic and support assistance as requested by other groups, perform root cause analysis determining the cause of a problem and recommending and implementing solutions, ensure that all problems are resolved either in a timely manner or ensure that they are escalated to the appropriate Tier-3 management structure, provide operational support to deploy and Implementation teams ensuring seamless operational handover, ensure that all documentation is kept up to date and is accessible by the rest of the team and provide support and consultancy using appropriate diagnostic tools to all areas.5 years of strong technical experience and success in coordinating the implementation and operation of voice infrastructure, preferably within financial services industries, and across multiple countries.Experience managing large scale enterprise Voice and Voice over IP (VoIP) solutionsNetworking knowledge (i.e. routers and switches) and a strong understanding of VoIP products is required (i.e. various types of IP based voice products - Cisco CUCM3-5 Years NICE Voice Recording support and integration.Strong knowledge and experience supporting related voice technologies such as Voice Mail, (Cisco Unity), Voice Recording, Contact Centre, IP Network, Network Appliance, Video and Transport technologies (Switched Voice, IP, SIP etc)Applicant must have excellent analytical skills in voice fault investigation and resolution methodologyAbility to liaise with 3rdparties and provide representation on behalf of the bankA strong understanding of dial plan schemes, trunking, transmissions and reporting of trunking and capacity metrics are a must.Extensive knowledge in VoIP transport such as, H.323, SIP, Inter Cluster Trunking, Call Admission and Control mechanisms, centralization of call processing and Trunking services and network policy enforcement (i.e. QoS)Experience of voice and data network company transport such as; T1/E1, IP using Frame and private line networks. Have a working knowledge of Video H.261 protocols and equipment, IPv4 addressing and router components and functionalityCandidate must be able to operate in a team environment and have the ability to establish relationships at all levels HIGHLY DESIREDStrong CISCO CUCM experienceAVAYA Communications Manager 4.x and higher, as well as legacy voice PBX vendors/products)Cisco IOS based media gateway devices for ISDN PRI connections, as well as an understanding of advanced IP to IP gateway functionalityFamiliarity with next generation technologies such as Unified Communications, Session Border Controller (SBC), Session Management, IMS concepts etcUnderstand and display knowledge in VoIP network sizing, EVPN networks and COS traffic classifications Certifications in Voice Technologies and Cisco CCVP certifications
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 5-8


Technical Process | Voice Process - Both BPO Type
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