SME - Cisco Unified Communications

HCL Technologies Limited; Dadri; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

HCL Technologies Limited is seeking a Subject Matter Expert in On-Premise Cisco Collaboration to enhance customer satisfaction by ensuring timely resolution of escalated incidents and adherence to quality standards. You will mentor team members and facilitate communication with key business stakeholders, contributing to operational efficiency.

The role emphasizes expertise in Cisco Collaboration, incident management, SOP creation, and collaboration with customers and internal teams to drive

Qualifications

• Experience with On-Premise Cisco Collaboration technologies and support processes.
• Ability to perform root cause and trend analyses.
• Strong communication with stakeholders across business units.
• Experience creating and maintaining SOPs and documentation.

Responsibilities

• Ensure timely resolution and quality compliance of escalated incidents by analyzing ticket data and applying best practices.
• Mentor administrators and team members through SOPs and documentation to enhance efficiency.
• Validate change order plans and participate in capacity planning to align resources with demand.
• Engage in customer meetings to understand issues and improve satisfaction through effective communication.
• Conduct root cause and trend analyses to generate reports that drive performance improvements.

Skills

Cisco Collaboration

Root Cause Analysis

Communication Skills

SOPs & Documentation

Job description

As a Subject Matter Expert in On-Premise Cisco Collaboration, you will play a pivotal role in enhancing customer satisfaction by ensuring the timely resolution of escalated incidents and adherence to quality standards. Your expertise will contribute to the operational efficiency and effectiveness of support services, while mentoring team members and facilitating communication with key business stakeholders.

Key Responsibilities

• 1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Applying On-Premise Cisco Collaboration Best Practices To Meet Sla Requirements.
• 2. Mentor Administrators And Team Members Through Value Addition Activities, Such As Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Enhance Operational Efficiency.
• 3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Actively Participating In Capacity Planning Sessions To Align Resources With Demand.
• 4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand And Address Issues, Facilitating Effective Communication That Leads To Increased Satisfaction.
• 5. Conduct Thorough Validations And Analyses, Such As Root Cause Analysis And Trend Analysis, To Produce Insightful Reports That Drive Performance Improvements And Inform Key Business Stakeholders.

Skill Requirements

• 1. Proficient In On-Premise Cisco Collaboration Technologies, With A Solid Understanding Of Support And Operations Processes.
• 2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analyses.
• 3. Excellent Communication Skills To Effectively Liaise With Stakeholders And Facilitate Knowledge Sharing.
• 4. Familiarity With Creating And Maintaining Standard Operating Procedures (Sops) And Documentation Practices.

Other Requirements

• 1. Cisco Certified Network Associate (Ccna) Collaboration Certification Is Optional But Valuable.
• 2. Itil Foundation Certification Is Recommended For Effective Service Management Practices

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people 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. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.