Technology Support Engineer

Project Role : Technology Support Engineer
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Unified Communication and Collaboration Implementation
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

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

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.