BriefCase
BriefCase

Engineer - Cisco Ucce Job in Servion

Engineer - Cisco Ucce

Servion 2 days ago
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Job Summary Certainly, let's review your Job Description. Here are some observations and suggestions: Strengths: Detailed Responsibilities: The description provides a comprehensive list of responsibilities, covering various aspects of Incident Management. Technical Skills: It clearly outlines the required technical skills, such as CUCM, Unity Connection, MACD, and RTMT. Process Focus: It emphasizes adherence to processes like Problem Management, Change Management, and Knowledge Management. Communication and Collaboration: It highlights the importance of communication with stakeholders, cross-functional teams, and vendors. Continuous Improvement: It emphasizes the need for continuous improvement of Incident Management processes. Areas for Improvement: Clarity and Conciseness: Some statements could be more concise and easier to understand. For example: "Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other technology." This could be rephrased as: "Gather and analyze information on the incident, including previous troubleshooting steps." Bullet points could be used to improve readability. Specificity: While the description mentions "in-depth knowledge," it would be beneficial to specify the level of expertise required for each technology (e.g., "advanced troubleshooting," "configuration," "implementation"). The "Basic knowledge on RTMT" could be expanded to clarify the expected level of proficiency. Attractiveness: The description could be made more appealing to potential candidates by highlighting the impact of this role (e.g., "contribute to improved service availability and customer satisfaction"). Consider adding a brief overview of the company culture and benefits. Keywords: Include relevant keywords throughout the description to improve its visibility in job searches. For example: "Incident Manager," "Voice Engineer," "ITIL," "ServiceNow," "ITSM." Revised Job Description (Excerpt): Incident Manager Location: Bangalore About the Role: We are seeking a highly motivated and experienced Incident Manager to join our dynamic IT team. In this critical role, you will be responsible for the timely resolution of IT incidents, ensuring minimal disruption to business operations. You will work closely with stakeholders across the organization to identify root causes, implement effective solutions, and continuously improve incident management processes. Responsibilities: Incident Management: Gather and analyze information on incidents, including previous troubleshooting steps. Diagnose and troubleshoot complex voice and data issues related to CUCM, Unity Connection, and other relevant technologies. Coordinate with Service Desk, engineering teams, and vendors to resolve incidents efficiently. Communicate proactively with stakeholders on incident status, timelines, and resolution plans. Implement emergency changes when necessary, obtaining required approvals. Monitor service performance after incident resolution to ensure full recovery. Problem Management: Investigate and analyze recurring incidents to identify root causes. Document and share knowledge gained from incident resolution. Contribute to the development and maintenance of knowledge base articles and run books. Process Improvement: Analyze incident data to identify trends and areas for improvement in incident management processes. Develop and implement strategies to reduce incident volume and improve resolution times. Monitor key performance indicators (KPIs) related to incident management. Qualifications: Technical Skills: In-depth knowledge of Cisco Unified Communications Manager (CUCM), Unity Connection, and associated technologies. Advanced troubleshooting skills in voice and data networks. Working knowledge of Real-Time Monitoring Tools (RTMT). Strong understanding of MACD, including phone, partition CSS, transformation masks, and translation patterns. Experience with ServiceNow or similar ITSM ticketing systems. Experience: Proven experience as an Incident Manager or in a similar role. Strong understanding of ITIL or other IT service management frameworks. Experience working in a 24/7 operational environment (night shift experience mandatory). Skills: Excellent communication, interpersonal, and problem-solving skills. Strong analytical and decision-making abilities. Ability to work independently and as part of a team. Strong customer service orientation.
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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