Sr Customer Service Executive - Global Network Operations

Broad outline of the Role

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

To support, maintain and manage Microsoft Teams Direct Routing and Meeting Rooms service for end customer. 
A member of a 24*7 support team responsible for managing Microsoft Teams Direct Routing and Meeting Room Services for end customer
A Unified Communication Service Administrator responsible for monitoring and maintaining services as per agreed SLA.

Minimum qualification & experience

•    Managing Teams Direct Routing infrastructure of customer.
•    Manage Endpoints like SBC, gateway, Meeting room endpoints. 
•    Working on reported tickets and maintaining SLA. 
•    Working on any issues reported by customer and responding emails. 
•    Monitoring the service, identifying, and fixing the issues proactively. 
•    Reporting and handling customer call for review of service. 
•    Knowledge and experience on SIP and telephony devices. 
•    Good understanding of Microsoft Teams
•    Good understanding of VOIP devices. 
•    Knowledge and experience in managing SBC\Gateways. 
•    Managing Teams Direct Routing. 
•    Managing Microsoft Teams Room Systems.
• Managing Teams Direct Routing infrastructure.
•  Managing devices like Ribbon/Audio Codes SBC.  
• Managing Teams Meeting room (Polycom devices).
•  Knowledge on protocols like SIP,  H.323.
• Experience in supporting of Microsoft Teams Service.

Other knowledge/skills

•    Good communication and customer handling skills. 
•    Good Email writing and documentation skills.
•    Quick Learner. 

Key Responsibilities

Technical Competencies

Knowledge / Skills