Principal Infrastructure Engineer @ Mphasis

Job Description

Location: Pune
Who are we looking for
Investigate and resolve incident tickets.
Handle client escalations and coordination with service providers
Troubleshooting of various voice related problems and facilitating team members to effectively resolve the issue.
oChange Management, Incident management, Problem Management, configuration management.
oPerform standard day to day activities to maintain good health of the voice systems on TEAMS System.
oManaging and supporting an enterprise VOIP and Video environment
Identifies unusual technical problems. Responds to client requests in non-standard situations and investigates all the facts.
To provide support for internal & external customers in resolution of configuration issues & queries
Liaison with Internal and External agencies in the pursuance of Fault Finding, configuration tasks. Identifies, analyzes, and resolves moderately complex problems with business communication systems.
Escalate and work with OEM TAC for getting the issues fixed.
Technical Skills:
Must have min 3-year Experience IPT Telephony on Any PBX Cisco & Avaya
Must have min. 2 years experience on PSTN over Teams Implementation, Integration with SBC & Migration
oSIP End points Troubleshooting with Remote users with PowerShell Scripting.
oShould have Level 2/3 support experience in Cisco /Avaya IPT with Any SBC (Audio, Acme or Avaya SBC)
oM365 tenant to Tenant Migration and Skype migration to Teams would be added advantage.
Video conferencing Bridges/Audio Bridges and hotlines
Gatekeepers and Gateways Administration
H323, SIP Protocol Suite
Provisioning & troubleshooting MS Teams Video End points like Yealink & Logitech Tap
Bandwidth Management for Video Traffic
Preliminary knowledge of Firewalls and NAT
Onboarding new units and handling configuration/testing with A/V or 3rd party field support teams
Troubleshooting real time live webcast issues during the events
Min 3 years telecommunications background working with traditional TDM solutions and SIP solutions.
Remote support management for Cisco Telepresence/ Tandberg/ Polycom etc. would be added advantage.
Telecom Concepts should be clear with Basics of Network WAN terminologies.
oSIP
oH.323, H.248 Set of Protocols Family should be clear.
oCodec set.
oLAN and WAN protocols
oISDN, MPLS & IP sec VPN Tunnel.
oLinux Intermediate level of Commands and PowerShell Scripting
oUnderstanding in ITIL and process
Process Skills:
Excellent inwritten and verbal communication and Good customer/Client relationship management
Demonstrated strong personal mastery, including ethics, interpersonal skills, and engagement in continuous learning
Ability to drive resolution of problems
Able to communicate and present complex issues with assurance and confidence.
During troubleshooting calls have good skills in questioning, listening, ideas development, permission, and rapport, and influencing.
Ability to work with a team to provide written responses to technical proposals and /or reports/documentation for delivery
Dynamic attitude with willingness to learn will be preferred
Task List
Implementation & integration with SBC (Acme/Avaya/AudioCodes) and migration from Tenant to Tenant & Enablement of PSTN configuration.
Proactive real time monitoring of Teams Meetings using CQB tool and other Microsoft tools like MAP, IdFix, SMAT. Would be added advantage of Quest knowledge.
Level 2/3 escalation point and respond to critical outages and production related issues
Medium and low Change creation including configuration build, test plan etc.
Review Change, performance and available reports.
UCC - M365 & PSTN over TEAMs functions/Features addition/ Deletion and including troubleshooting.
Updating topology,FAQ , updating KB database
Building guideline and process for L1 team and Train them.
Engage/Escalate toOEM TAC Engineers wherever further technical assistance is required
Behavioral Skills:
Receptive for feedback and willing to learn.
Certification:
Certification on MS Teams or Exposure & experience Video End points like Yealink & Logitech Tap

Employement Category:

Employement Type: Full time
Industry: Full time
Functional Area: IT
Role Category: IT
Role/Responsibilies: Principal Infrastructure Engineer

Contact Details:

Company: Mphasis
Location(s): Pune

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