Unified Collaboration Network Operations & Support

Roles and Responsibilities

Position Summary

Key Objective / Purpose of the Job :

This is support role in core operations of Teams DR services, it’s a technical position in support

organization for Microsoft Teams DR deployment.Requires hands on working level knowledge and

understanding of architecture, applications, infrastructure, systems design and

integrations.Responsible Operations Support, Incident Management, MACD at different stages

during the customer delivery life cycle.

b) Major Activities

Provide Incident Management Support for all issues

Front end customers and key stakeholders during the Incident

Provide updates and drive incidents till resolution working with stakeholders

Lead support calls, major events during outages with customers, suppliers and internal

stakeholders

Support of MS Teams DR including configuration and testing.

Supports Day-2 Operations team in identifying and fixing escalated cases.

Identify and resolve issues observed

Interact with OEM for issue resolutions.

Provide technical assistance to customers

Managing Large customers across x7 Shifts

Candidate should have knowledge on the following :

Microsoft Teams admin center and associated PowerShell controls, including but not limited to :

o Manage meetings, including meeting policies, configurations, and conference bridges.

o Manage voice, including calling policies and phone number inventory and assignment.

o Manage messaging, including messaging policies.

o Manage all org-wide settings, including federation, teams upgrade, and Teams client

settings.

o Manage the teams in the organization and their associated settings, including membership

(group management supported via PowerShell, team management in the Teams admin

center).

o Access, monitor and troubleshoot tenant's call quality and reliability using data exposed in

Call Quality Dashboard (CQD) down to the users impacted by poor call quality.

Video / Voice

o Video or Voice end-point setup and configurations

o Perform capacity planning, video resource allocation and preparation for scheduled as well

as ad-hoc live events.

o Optimize and maintain online video streaming workflow, both for Live and On Demand.

o Optimize video streaming profile for different device and platform.

o End-point RMA, vendor engagement and MS Teams integration with Endpoints o Good to have experience on Poly RCAS service architecture. SIP / PSTN o Voice CDR troubleshooting o PSTN issues troubleshooting along with SIP signalling and RTP capture and analysis. o SBC like Ribbon / AC / Oracle troubleshooting. o IP / TDM supplier leg troubleshooting and co-ordination

II) Person Specification :

a) Essential Qualifications :

Bachelor's Degree in Telecommunications, Engineering, Computer Science, Management Information Systems or related field, or equivalent experience.

b) Requisite Skills :

Technical

Knowledge and Hands on inMicrosoft Teams DR, Skype for Business, Office products along with Exchanges services Knowledge of Azure cloud technology & AD integration and troubleshooting Detailed knowledge on Design &Skype to Teams DR Upgrade Knowledge onVideo endpoints is an added advantage. Knowledge on Network, QOS, LAN, WAN & MPLS technologies. Experience in troubleshooting telecommunications equipment and technologies including TDM, T1 / E1, ISDN / PRI etc. Strong experience in UC Microsoft domain in a service provider environment Understanding about Voice Gateways & SBC Basic knowledge in Microsoft SQL Server. Incident & Problem management. Preferred Certifications : ITIL, MCSA, MCSE, Deploying Enterprise Voice with Skype for Business Core Solutions of Microsoft Skype for Business, Managing Microsoft Teams (beta) - Microsoft Certified : Teams Administrator Associate, SSCA and CCNA Voice / Video

Behavioral

Strong Incident Management Skills Excellent customer handing and communication Strong passion for learning Outgoing personality. Motivated and self-starting. Ability to think creatively and come up with proactive ideas. Strong problem-solving skills Must be able to communicate effectively and in a constructive manner with customers, management, peers and coworkers.

c) Work Experience

Minimum of 3 to 5 years’ experience inrelevant services like Microsoft systems, skype, End point support, VoIP Implementation & Support. Strong working knowledge and Hands on UC services.