Job Description

3.00 to 12.00 Years
Job Description: SME Role VoiceJob PurposeTo understand and adapt to the client environment and ability to become an SME in handling issues / driving project and support the team members.Job DescriptionStrong knowledge in SIP, SS7, ENUM and MGCP protocolExperience in softswitches, border session controllers, SIP phones, IP pbx, VAS platformsAbility to measure voice call quality, audio encoding issues, voicemail and DTMFCreate and execute test scenarios based on the requirementAutomate frequent troubleshooting steps so as to accelerate problem isolationSetup scripts to assess potential routing problem areasL3 level of troubleshooting skills with analytical and critical thinkingIdentify areas of improvement from an operational perspectiveCreate postmortems of the issues seen and share with relevant stakeholdersHands on experience on Project handling & drive the project.Take decisions in consultations with supervisor and management.Guide the associate in solving technical problems which cannot be resolved at their levelConduct management review meetings to ensure effective delivery and operational excellence.Open/willing to work 24x7 Operational environment .Ability to drive and demonstrate high performance culture across the team.Passion to lead and drive the change .Innovative , passionate ,proactive andSkill set required:Strong knowledge of MySQL queries Database (or any other database)UNIX/Linux experienceStrong knowledge of python/shell scriptingUsage experience of trouble ticketing tools.Experience preparing Issue Summary Reports, Recommendations, Identifying patternsKnowledge of presentation and good communication skills are desired.Experience and knowledge in stakeholder management is a mandate.Knowledge in using Cloud and Virtual platform .Application knowledge of enterprise network like Google Voice, Wi Fi an added advantage.Finance:Track individual effort varianceTrack and control iterations on deliverablesCompliance to first time right principleProcessesAdherence to SLAsAdherence to project planAdherence to quality processesKnowledge artifacts created for referenceInnovative practices implemented for reduction of effortTrack instances where requirement analysis has been incorrectProcess changes suggested to improve quality/productivityCustomerProcess improvements implemented to improve customer delightTimely resolution of customer escalationsTrack and record issues resolved as percentage of issuesPeopleAdherence to Learning MandateCapability enhancement initiatives undertaken (certifications, etc.) for selfTasks taken up beyond the set KRAs for unit/organization initiativesKnowledge sharing sessions contributed