Manager - Customer Service Operations (Customer Service Operations) - B3201_2

Key Responsibilities

• Responsible to provide operation support for reported cases. Active involvement in all critical cases.
• Responsible to provide Subject Matter Expertise to support technical solutions related to multiple UCC specializations (product/ technology) for customers with the objective of increasing revenue, profitability, and market competitive and ensuring solutions provided meet customer requirements with the objective of ensuring design and delivery of complex solutions as per customer requirements.
• Review incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment (e.g., SBCs) to drive network efficiency and availability.
• Responsible to support technical solutions offered to customer covering products/technology like MPLS / DMVPN and SDWAN.
• Review incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment to drive network efficiency and availability.
• Maintain quality standards to achieve optimal levels of operation and KPI targets.
• Support implementation for any new network updates, Planned Activities, and change Management.
• Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e., enhancements, updates, upgrades, new systems).
• Candidate will be majorly responsible for APAC region and should lead / drive any major P1 escalations during his/her working hours.

Minimum qualification & experience

• Graduate with 4-7 years of experience

Technical Competencies

• Understanding of Cisco IPT products like CUCM, UNITY, IM&P etc.
• Good knowledge or Ribbon products like Core SBCs (52XX), GSX, Edge SBCs, PSX.
• Hands on experience on AudioCodes edge SBCs (M800).
• Experience of troubleshooting services like GSIP, PSTN replacement service, TEAMS DR etc.
• Excellent understanding of protocols like TLS, TCP, ISUP, ISDN, MGCP, SIP, H.323 etc.
• Experience in IP Networking, MPLS , SDWAN technology.