About Company

Orange Business Services is the business communications arm of France Telecom; the leading provider of integrated communications services across the globe with an annual revenue of €53.5 billion.

Our solution offerings include converged voice, data and mobile services as well as IT expertise and managed services. Orange Business Services is present in 166 countries and territories and serves customers in 220 countries and territories. With a strength of 29,000 employees globally, we support two-thirds of the top global 100 companies, including 50% of the Fortune 100 companies.

With over 38 years of experience in India, Orange Business Services is present in all the metros across the country with an employee strength of over 2000. We provide end-to-end communication solutions including a range of Networking, Integration and Professional Services to some of the largest financial houses as well as IT companies. We cater to our clients through customized solutions including Unified Communications, Contact Center Solutions and Cloud Computing. Our solutions are based on technology platforms such as Avaya, Alcatel-Lucent, Cisco etc.

India also houses one of the three Major Service Centers in Gurgaon, serving millions of customers globally. It is also responsible for round-the-clock service support and timely and effective fault and performance management services.

www.orange-business.com

Job Description

Position: L2 NOC Engineer For Cisco CCM & Cisco IPCC
Position Objective : Problem Management and Change control for Cisco CCM Rls 3+ & IPCC Rls 6.0
Organisational Level

Responsibilities :24x7  Support for Cisco CCM Rls 5 + & IPCC
IPT products(CCM, Voice Mail, IPCC Express/Enterprise, Voice gateway level): Problem Management and Fault Resolution.

Handling Technical escalations from L1 team

Lead and guide L1 team in event of crisis

Building team and making L1 self sufficient for handle repeated faults

Knowledge management

Getting reslution from  Third parties, Vendors and suppliers for fault

Advanced Troubleshooting for all Faults

Documentation and Reporting

Service Level adherence and Proactive fault management 
Root cause analysis and Preventive maitenence

Participate in Change management , assess Risk and Impact

Decision making in Problem management, Change management, capacity planning
Unique Knowledge & Skill Requirement: Advanced Knowledge on (IP Routing, Switching,  TDM / IP Telephony & Call Routing

Profile
Experience: 4+

Qualification: BE/BSc with CCIE VOIP Certification compulsary

Primary Interaction
Nature
Internal
Conference Calls, Telephonic, e-mail etc.
Service Managers (Across the Globe)
Nature
External
Trouble Tickets/Conference Calls, e-mail etc.
Customer, Vendors, Site Support (Across the Globe)
Operating Environment
24x7 in an Operations Team at NOC

Differentiating Factor
Understanding on functioning of Complex TDM /IP Telephony & Ability to stretch in crisis

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