Network Operation Consultant

ProtoCall One

Connect Managed Services is a thriving, unique technology company based in the City of London, near Tower Bridge, providing Managed UC and Contact Centre Services to global business. We have significant backing from private equity and very ambitious growth plans. We specialize in delivering, managing & supporting complex UC and Contact Centre infrastructure for multi-national clients, worldwide. With Clients such as Barclays, TNT, Tesco, UBS, Verizon, and Johnson & Johnson, we are leaders in our field. This is an exceptional time to join our company, supporting clients in 100 different countries via our UK-based Network Operations Centre and our in-house technical, engineering and professional services teams, as well as via our established network of global partners. If you are looking for a new challenge in a company with huge plans, a supportive training environment and hugely rewarding culture then please read on and look at this role.

Website:www.pc-1.co.uk

Industry:IT software

Function: CGI- IT Consulting.

Point of Contact for CV’s / Email ID: Sheela/ Sheela.k@multirecruit.com / 9980877711

Number of Vacancies: 3

Keywords: Network operations, NOC, NOC Engineer, Network operations engineer, Avaya products, CS1K.

Job Title / Designation: Network Operation Consultant

Job Description, Role:

Connect Managed Services is looking for a “NOC Engineer” to provide engineering services for UK and Global Clients, with specific responsibility for deploying and supporting client’s turnkey solutions provided by Connect.

The role would suit an experienced engineer or consultant looking to leverage existing skills in our core technology partners in an environment where there will be no shortage of interesting technical challenges. The individual should be able to articulate the benefits of the technologies being deployed, collaborated with our managed services to maximize the return on investment.

 

Responsibilities include (but not limited to):

· Provide support for Avaya Blue products and manage level 1, level 2 and level 3 faults that arise.

· Resolve customer issues (incidents / problems) ensuring contracted SLAs / OLAs are met.

· Provide feedback to the service desk to ensure that faults are updated and closed within SLA timescales, and that they are updated of any on-going situations

· Provide reactive assistance for customer faults, attend customer sites where required, and work with other engineers where required to provide a resolution

· Perform diagnostics and troubleshooting to determine the cause of technical faults or errors; resolve technical issues and communicate with other technical experts for problem resolution.

· Undertake proactive activities such as checking/monitoring customer solutions, taking solution backups and assisting with customer queries

· Undertake Moves Adds and Changes

· Create, update, and maintain site documentation as necessary to reflect any changes/updates to the customer environment including remote access procedures

· Assist with developing internal documentation for installation instructions, how-top’s and processes for Moves-Adds-Changes-Deletions

· Undertake / assist in the staging of equipment in preparation for customer installations or replacements

· Undertake / support high complexity projects

· Perform system upgrades including firmware, software, and hardware as required.

· Verify equipment, service, and customer acceptance prior to departure from customer site.

· Provide estimation and planning inputs for implementations or major upgrades to Project Managers as and when required

· Follow documented escalation processes as and when required. This includes internal and customer escalation processes

· Ensure that systems and applications are installed, configured, monitored, managed and maintained in accordance with company policy and industry ‘best practices’

· Be part of the On-Call Rota, currently 1 in 4

· Required to cover shifts either between GMT 07:00-19:00, EST 07:00-19:00 and or IST 11:30 -05:30.

· Comply with all policies, processes and procedures set out by Connect Managed Services.

· 5+ years’ experience in an Engineering/Consultative environment

· Product knowledge of Data, Voice, IP, and converged communication solutions

· Recognition of the challenges involved in working in the service industry, with emphasis placed on customer focus solutions, managed services and consultative selling

· Excellent experience in Avaya Blue Products

· Avaya Aura System & Session Manager

· Avaya Unified Communication Manager (UCM)

· Avaya Network Routing Service (NRS)

· Avaya Communication Server 1000 (CS1K)

· Avaya Aura Contact Centre (AACC)

· Avaya Call Pilot

· Telephony Manager

· Avaya Contact Recorder (ACR)

· Avaya Quality Monitoring (QM)

· Ability to form close working relationships with customer community, sub-contractors, and manufacturers

· Deliver daily stakeholder management at all levels to ensure positive service delivery.

· Regularly deliver expectation management to the customer community, sub-contractors and manufactures

· In-depth knowledge of enterprise voice design principles, products, and protocols

· Analytical, problem-solving, and decision-making skills

· Experience of network troubleshooting, performance analysis and testing

· Demonstrate excellent Project experience (large network deployments and cross-discipline project deliverables)

· Understanding of packet capture and trace analysis tools

· Knowledge of WAN/LAN topologies and protocols, networking technologies. (Ethernet, TCP/IP, BGP, OSPF, PIM, SNMP, MPLS)

Additional Experience OR Knowledge IN Some Capacity:

• Knowledge of Avaya AURA Red products a distinct advantage

• Knowledge of Session Border Controllers (Audiocodes / Avaya SBCe / Sonus)

• Knowledge of 3rd Party voice recording products (Redbox / NICE / Calabrio/ Verint)

Minimum/Maximum/ Work Experience Required: 5+years.

Annual CTC:As per market standards.

Location(s) of Job:Bangalore

Minimum Education Requirements:Bachelors or Master’s degree

Languages: English.

Relocation & Reimbursement:Will be discussed in face-to-face interview.