Playwright Lead Contract Demand

Planning Partners; Dadri; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Planning Partners seeks a seasoned Network & Collaboration engineer, based in India, with deep Cisco UC/Voice expertise and ITIL-based incident handling. You will lead complex incidents, provide RCA, and work across TAC and CMS teams to ensure service quality.

The role demands strong communication, leadership under pressure, and hands-on experience with CUCM, Expressway, CUBE, Jabber, and SIP/RTP protocols.

Qualifications

• BE or B.Tech degree in IT/Telecom required.
• Knowledge of ITIL framework and incident management.
• 8–10+ years in SMB/enterprise networks with Cisco UC/Voice.
• Expertise with Cisco collaboration portfolio: CUCM, Expressway, CUBE, IP Phones, Jabber, IM&P.
• Strong knowledge of SIP, H.323, RTP, XML/REST APIs.
• Experience with SBCs, PRI, CAS and voice technologies.
• Understanding of routing, switching, virtualization (UCS, VMware).
• Excellent communication and teamwork; strong escalation skills.
• CCIE Voice or Collab is a plus; scripting in Python is beneficial.
• Linux shells, Git, and Infrastructure-as-Code familiarity.

Responsibilities

• Oversee post-review of Priority 1/2 incidents.
• Follow defined escalation paths when needed.
• Identify incidents requiring special attention or partner involvement.
• Handle major incidents and drive RCA.
• Lead CMS team and coordinate customer bridges.
• Triage and resolve complex product issues with RCA.
• Collaborate with TAC teams on complex issues.
• Document support and troubleshooting procedures.
• Serve as Tier 3 escalation point for support staff.
• Operate and support collaboration systems using Cisco products.

Skills

ITIL framework

Network troubleshooting

Escalation management

Customer communication

Scripting (Python)

Linux shell tools

Education

BE or B.Tech in relevant field

Tools

CUCM

Expressway

CUBE

IP Phones

Jabber & IM&P

SIP/H.323/RTP protocols

SBCs

Job description

ROLES AND RESPONSIBILTIES

• Ensuring Post-Review Of Priority 1/2 Incidents
• Following Defined Escalation Path When Needed
• Identifying Incidents Which Need Special Attention Or Partner Concern
• Handling Major Incidents
• Demonstrate Analytical And Problem Solving Skills
• Demonstrate Ability To Execute And Perform Timely Follow-Up To Ensure Customer Satisfaction
• Ability To Prioritize And Lead Multiple Efforts At Once, While Working In A High Stress Environment
• Operate And Support Of Collaboration Systems Using Cisco Products And Services
• Triage, Solve And Fix Complex Product Issues While Delivering RCA
• Serve As Tier 3 Escalation Point From Support Staff
• Build And Maintain Documentation For Support And Troubleshooting
• Work With TAC Teams On Complex Issues For Finding RCA
• Leading CMS Team, Driving Customer Bridges From The Technical Standpoint

Minimum Qualifications

• BE Or B.Tech Degree Required
• Knowledge Of ITIL Framework
• You Have More Than 8-10 Years Of Proven Experience In Large SMB And/or Enterprise Networks
• Minimum 8+ Years Experience In Cisco Uc/Voice Collaboration
• Expertise And Hands On Technical Experience With The Cisco Collaboration Portfolio Including Unified CUCM, Expressway, CUBE, IP Phones, Jabber And IM & Presence.
• Expertise And Hands On Technical Experience With IP Communications Signalling And Media Protocols, Including Session Initiation Protocol (Sip), H.323, Xml, Http, Restful Apis And Real-Time Transport Protocol (RTP)
• Experience With SBCs, PRI, CAS And Other Voice TDM Technologies
• Understanding Of Network Routing, Switching, UCS, Vmware
• You Possess Good Communication (Written And Verbal), Presentation, Listening, Teamwork, Demonstration And Consulting Skills
• Escalation Handling Skills For Priority 1 & 2 Incidents
• Expert Knowledge On: CUCM, Gateway Protocols, Jabber And IM&P
• Expertise In: CUCM Trace Reading, Jabber PRT Logs, IMP Trace Reading, GW Debugs
• Added Advantage If CCIE Voice Or Collab Certification
• Scripting, Python, And/or Other Scripting Experience Can Be A Benefit
• Linux Shells And Tools, Git Code Repositories, Infrastructure-As-Code

Preferred Qualifications:

• Effective written and verbal communication and interpersonal skills
• Ability to function effectively in demanding circumstances
• Shares information and communicates clearly with team members to improve team effectiveness
• Encourages and accepts feedback.