L2 Operations Lead - Telephony in Gurgaon, भारत

Role Overview : Support Level : L2 OperationsDomain : Telephony / CollaborationScope : Enterprise Telephony and Cisco Webex CallingRole Purpose : Provide L2 operational support for the client's enterprise telephony services. Resolve telephony incidents and service requests, monitor telephony infrastructure, support global offices, maintain service documentation and coordinate with L3/vendor teams for complex https://jobeax.com/link/ro46FkPxAnoyThW9 Responsibilities : - Provide L2 support for enterprise telephony services.- Resolve L1/L2 telephony incidents and service requests related to Cisco Webex Calling and Cisco Webex Assist.- Monitor telephony network devices and respond to alerts within committed service levels.- Troubleshoot telephony service issues and coordinate with relevant teams for complex or cross-domain incidents.- Support local IT teams across global offices with telephony-related incidents and requests.- Refine telephony KPI monitoring, alert thresholds and operational monitoring practices.- Maintain accurate as-built documentation for telephony services.- Participate in RCA reviews and contribute to corrective and preventive actions for recurring telephony issues.- Coordinate with Network, Network Security, Hosting, Cloud and other technology teams on cross-tower telephony issues.- Escalate unresolved or complex issues to the appropriate L3/vendor teams with clear technical https://jobeax.com/link/sbwzSU2lBEXbGUli Operational Responsibilities : - Maintain ServiceNow tickets with clear investigation, resolution and closure notes.- Participate in RCA reviews and contribute to corrective and preventive actions.- Update SOPs and knowledge-base articles based on operational learnings.- Collaborate with other technology towers on cross-domain incidents and service issues.- Follow ITSM incident, problem and change management processes and committed service https://jobeax.com/link/9NljL2iO9xicK1HE Experience & Knowledge : - Cisco Webex Calling- Cisco Webex / Webex Assist- Enterprise telephony monitoring tools- ServiceNow- Enterprise network monitoring tools- Datadog MonitoringTechnologies : - Cisco Webex Calling- Cisco Webex and Assist- Enterprise telephony operations- Telephony network monitoring- Telephony KPI monitoring and threshold management- ITSM incident, problem and change managementKey Skills : - Strong L2 telephony incident and request troubleshooting.- Cisco Webex Calling and Webex Assist administration/support.- Telephony monitoring, alert handling and KPI management.- Strong incident ownership, escalation and stakeholder communication.- Ability to coordinate with local IT, network, cloud and other technology teams.- Service documentation and as-built maintenance.- RCA participation and continuous improvement.- Strong written and spoken https://jobeax.com/link/oxequoeXOZbjAEsL Certifications : - Cisco Certified Specialist - Collaboration Hybrid & Cloud- Cisco CCNA / relevant Cisco Collaboration certification https://jobeax.com/link/1w0gIUi7iXhoosWR Environment : The role operates in a 24x7 support environment and requires effective coordination with L1/L1.5 teams, L3 teams, technology towers, carriers/OEMs and client stakeholders as https://jobeax.com/link/9jPlkFw3RGZqoPYz : - 12+ years of experience in L2 operations, with strong experience in enterprise telephony/collaboration support.- Experience working in a 24x7 support environment.- Hands-on experience supporting Cisco Webex Calling and Webex Assist.- Experience troubleshooting L1/L2 telephony incidents and service requests.- Experience supporting telephony services across global office environments.- Experience with ITSM incident, problem and change processes.- Clear written and spoken English. (ref:hirist.tech)