The Job

SME - Cisco Unified Communications

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling

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I korthet

We are seeking a Subject Matter Expert in On-Premise Cisco Collaboration to resolve escalated incidents, ensure quality compliance, and mentor team members in Noida, India. This role involves analyzing ticket data, adhering to best practices, and fostering positive customer relationships through effective communication and reporting.

Ansvarsområden

  • Ensure timely resolution and quality compliance of escalated incidents by analyzing ticket data and applying best practices to meet SLA requirements.
  • Mentor administrators and team members through value-addition activities like preparing Standard Operating Procedures (SOPs) and maintaining documentation.
  • Validate change order implementation plans and ensure compliance with human error protocols while participating in capacity planning.
  • Foster positive customer relationships by actively participating in customer meetings to understand and address issues.
  • Conduct thorough validations and analyses, such as root cause and trend analysis, to produce insightful reports for key business stakeholders.

Krav

  • Proficient in On-Premise Cisco Collaboration Technologies with a solid understanding of support and operations processes.
  • Strong analytical skills with the ability to conduct root cause and trend analyses.
  • Excellent communication skills to effectively liaise with stakeholders and facilitate knowledge sharing.
  • Familiarity with creating and maintaining Standard Operating Procedures (SOPs) and documentation practices.

Önskade kvalifikationer

  • Cisco Certified Network Associate (CCNA) Collaboration Certification is optional but valuable.
  • ITIL Foundation Certification is recommended for effective service management practices.

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career and your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#Cisco Unified Communications#On-Premise Cisco Collaboration#Incident Resolution#SLA Compliance#Mentoring#Change Management#Capacity Planning#Customer Relationship Management#Root Cause Analysis#Trend Analysis#CCNA Collaboration#ITIL Foundation
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Noida, India

Sökande

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