ASSOCIATE CONSULTANT

Skill (Primary)

DWP-UCC-Network Voice

Location

Bangalore

Job Description (Posting).

About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

SME-Voice-Cisco

Job Summary
The Subject Matter Expert in Support & Operations plays a vital role in ensuring the timely resolution of escalations and incidents while adhering to quality standards and SLAs. This position is crucial for maintaining customer satisfaction through effective analysis and communication with key stakeholders. (1.) Key Responsibilities
1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets In Cisco Voice Systems As Per The Agreed Sla, Utilizing Analytical Skills To Assess And Address Issues Efficiently.
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures, Maintaining Effective Documentation, And Sharing Knowledge To Enhance Team Performance And Operational Excellence.
3. Validate Change Order Implementation Plans And Assess Human Error Compliance In Cisco Voice Solutions, Actively Participating In Capacity Planning To Optimize Resource Allocation.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Identifying Issues, And Facilitating Prompt Resolutions Through Effective Communication Strategies.
5. Validate Analyses Such As Root Cause And Trend Analysis Related To Cisco Voice Incidents, Preparing Detailed Reports For Presentation To Key Business Stakeholders To Drive Performance Improvements.

Skill Requirements
1. Proficient In Cisco Voice Technologies And Troubleshooting Methodologies.
2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analysis.
3. Excellent Communication And Interpersonal Skills For Effective Stakeholder Engagement.
4. Familiarity With Standard Operating Procedures And Documentation Practices.

Certification
1. Cisco Certified Network Associate (Ccna) Voice Certification Is Recommended.
2. Itil Foundation Certification Is Optional But Valuable.