Sr Customer Service Executive - Global Network operations

Job Family Descriptor

• Technical isolation and troubleshooting related to Teams Direct routing, CVI , AC etc.
• Enabling users for Enterprise Voice
• Troubleshooting Teams Direct routing using Debugging Tool, SBC Traces, Wireshark etc.
• Extensive Knowledge on Voice policies routes dial plans trunks response groups
• Exposure on SIP trunk configuration and integration with other SIP end points including Polycom.
• Knowledge and hands on experience on Audio codes SBA SBC including SONUS and Analogue devices like Mediant 1000 Media Pack 118 and Media Pack 124
• Preparing Root Cause Analysis Reports for the outages
• Worked on Problem tickets to find the fix for the long term persisting issues with the help of Microsoft and other support teams

Purpose - Broad objective of the role

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

Other knowledge/skills

Key Responsibilities

Technical Competencies

Knowledge / Skills