Manager-ENGINEER UNIFIED COMMS 2ND LINE OPERATIONS-Pune

About VOIS

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal. #VOIS #BeUnrivalled #CreateTheFuture

About This Role

We are seeking an Engineer for Unified Comms 2nd Line Operations to support Cisco Unified communications services and Voice over IP solutions for global enterprise customers. This role is crucial in ensuring the overall availability of the Voice platform. The position offers opportunities for professional growth, potentially advancing from a 2nd line support engineer to a Subject Matter Expert (SME).

What You Will Do

• Provide end-to-end 2nd line technical incident support for Unified communications services.
• Offer input for planning, assessment, and implementation of change requests.
• Resolve reported incidents within service level agreements.
• Request and manage vendor support activities.
• On-board new customers on the production environment through changes, testing, and updates into the inventory database.
• Manage technical service ramp-up, including installation, configuration, and coordination of setup tasks for network platforms.
• Resolve external customer’s technical issues and attend conference calls that have this in scope.
• Update, maintain, and improve the knowledge and inventory database.
• Onboard and troubleshoot new customer deployments
  
  

Who You Are

• Advanced knowledge in voice/VoIP networking, SIP protocol, UC Collaboration technologies, specifically: SBC, MS Teams, SIP, NGIN, IMS.
• Understanding of Networks, AWS, Azure, and the ability to troubleshoot devices.
• Scripting/programming experience, preferably in Python.
• Experience with tools such as Remedy, Netcool, Palladion, VoIP Future, and Science Logic.
• Good oral and written communication skills.
• Six or more years of experience in an implementation role, preferably with a primary technical focus on Cisco UC/Collaboration and Data Center technology.
• Good knowledge of automation tools and cognitive technologies.
• Self-motivated to keep abreast of continual changes in the collaboration technology space
  
  

What Skills You Will Learn

• Advanced troubleshooting and incident management for Unified communications services.
• Hands-on experience with Cisco UC/Collaboration and Data Center technology.
• Knowledge of automation tools and cognitive technologies.
• Enhanced communication and collaboration skills.
  
  

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.