L2 UCCE Engineer

Job Description: Hands on Experience with Cisco routing & switching, Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Voice Gateway, ICM Scripting, Cisco IPT. Have a clear understanding of Cisco Voice network deployment models and should understand functioning of voice network devices. Knowledge and use of VOIP and Performance Management Tools and integration experience with other Tools Have clear understanding on VOIP protocols like SIP, H.323 and MGCP. Performs Root Cause Analysis Track and update key performance metrics Act as a point of contact for service delivery issues/ pending work/ escalations Provide team support and process improvements through individual contributions Maintain and Update Knowledge Base and documentation Perform change management in accordance with change management procedures Participate in routine operational meetings Knowledge on Contracts and SLAs Good communication and conversation skills in English(Verbal and Written) Need to handle the ticket flow and customer communication Understanding of Proactive Alarms and other troubleshooting skills Willing to learn new and upcoming setup" Cisco Infrastructure (UCCE, PCCE) UCCX