Education Qualification :
Engineer - B.E / B.Tech / MCA
Skills :
Primary -> Technology | Cisco VoIP PABX Expert - Level 3 Support | 3 - Experienced
Primary -> Technology | Five9 CCaaS Expert - Level 3 Support | 3 - Experienced
Secondary -> Technology | Amazon Connect Administrator - Level 2 Support | 2 - Knowledgeable
Secondary -> Technology | Fortinet VoIP Administrator - Level 2 Support | 2 - Knowledgeable
Tertiary -> Technology | MS Teams VoIP PSTN PBX Administrator - Level 2 Support | 2 - Knowledgeable
Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings.
2. Restoration and Other Responsibilities: Work on resolution of complex or escalated issues from L2 engineer or network outages. Preparing RCA for major incidents and problem tickets. Secures network system by establishing and enforcing policies, defining, and monitoring access. Collaborating with network architects on network optimization.
3. Triage: Generally, the L3 is the final level of escalation for all Network related issues. However, in the event of an un-resolved incident which is taking longer than expected, the L3 engineer is required to co-ordinate with the Network TDU COE team to get expert help and work towards the resolution of incidents. They will also engage and work is the respective TAC teams to resolve any product related issues or software bugs
4. Process Compliance:
- Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process
- Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report)
- Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined)
- Ensure tickets are closed post user/customer communication
- Maintain inventory of Network equipments and links
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process
5. Supervises junior employees, ensures delivery quality and standards adherence, and supports onboarding, training, and stakeholder coordination.
6. Provides second-level support, reviews junior employees work, and offers day-to-day guidance to improve quality and first-time resolution.
