Subject Matter Expert - AV

Orange; Gurugram District; Hybrid; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Hybrid work environment

Professional development

Career growth

Health & well-being programs

Diversity & inclusion initiatives

CSR initiatives

Employee referral program

Job summary

Orange Business is seeking a technically strong Operations professional to own escalation management for AV/VC solutions. You will coordinate with OEMs like Polycom, Cisco, Jabra, and Zoom, drive incident resolution, and maintain strong customer relations in a global services context.

You will work with engineering to finalize solutions, oversee change activities, and mentor junior teammates while supporting 24x7 operations across multiple regions.

Qualifications

• Extensive hands-on experience with Polycom AV/VC products and related endpoints.
• Solid knowledge of Cisco, Jabra, Creston and Zoom video conferencing systems.
• Experience integrating AV/VC with Exchange/AD/Windows Server environments.
• Strong troubleshooting and incident management in 24x7 operations.
• Familiarity with ITIL processes and ITSM tooling.

Responsibilities

• Serve as escalation SPOC for AV/VC builds and incidents.
• Drive technical resolutions with OEMs and third parties.
• Ensure service delivery per SOW and SLA.
• Coordinate with engineering to finalize technical solutions.
• Mentor L1/L2 staff and support teams during incidents.
• Prepare LOE/POA for complex changes and projects.
• Lead knowledge transfer and training within the team.

Skills

Escalation management

Incident handling

Customer service

L1/L2 support

Networking fundamentals

Troubleshooting

ITIL familiarity

Monitoring tools

Tools

Polycom AV/VC

Cisco

Jabra

Creston

ZOOM

Blue Jeans

Microsoft Exchange

Active Directory

Windows Server

IP PBX

Job description

About us

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

Technical Operational Role: The role is owning responsibility for complex, high priority issues for AV/VC products polycom , Cisco, Jabra, Creston, ZOOM, Blue Jeans Cloud Video conferencing Solutions & Other OEM’s.Technical Escalation Management : Ability to drive, front end incidents, escalation calls and communication to all parties.Delivering a first-class Customer Service and maintaining good Customer Relations as well as Communications are key to this role.

Key Spoc for-

• Escalation SPOC for Build and Operational AV/VC products and endpoints like Polycom, Cisco, Jabra, Creston etc..AV/VC related Incidents.
• Ensure Service Delivery as per agreed SOW and agreed SLA.Assement and audit of existing customer for Audio Visual & Video Conferencing (AV/VC) solutions.
• Working with engineering team to finalize technical solution in the context of a specific project with extents to Orange product and managed services enhancements.
• Stay abreast of technical, financial, strategic and operational issues, options and advancements within the AV/VC industry relevant to the Orange services portfolio.
• Getting resolution from OEM, third parties, vendors and suppliers for fault and design query.
• Excellent handling of Implementation projects
• Mentoring for L1, L2 and Junior colleague and enhance their performance.
• Take initiatives in learning, certifications & evaluating new AV/VC technology, endpoints and tools.
• Driving technical knowledge transfers & awareness session on best practices within team by proper training session.
• Preparation lab environment and simulate Microsoft UCC solutions.

About you

• Rich hands on experience of build & troubleshooting of Polycom AV/VC products, Cisco, Jabra, Creston, ZOOM, Blue Jeans Cloud Video conferencing Solutions.
• Required basic knowledge of Microsoft Exchange, Active Directory and Windows Servers.
• In depth knowledge of AV/VC systems Polycom HDX, X, GS series , Jabra, Plasma screen, Concierge services and features, Networking, Linux / Windows OS.
• Hands on experience (build and Manage) AV/VC products like :
• Hands on experience on installation and troubleshooting on all type of AV/VC products from Polycom, Cisco, Jabra, Creston, ZOOM, Blue Jeans Cloud Video conferencing Solutions
• Polycom real Presence Clariti, Realconnect for O365, Voice/Video endpoints, Microsoft Voice endpoints, ZOOM
• Hands on experience of handling endpoints liks RealPresence® Group Series 300, 310, Polycom® Trio™ 8800 & 8500 Polycom® SoundPoint IP Polycom® VVX® Series, Skype for Business® edition VVX® series Skype for Business® edition Trio™ 8800 & 8500,Polycom® RealPresence Centro™, Polycom® RealPresence Medialign™, RealPresence® Group Series, Polycom® HDX, RealPresence® Desktop (excluding Immersive and CX8000)
• Installation and troubleshooting knowledge on the Video endpoints components likePlasmas, Camera’s, Projector, Microphones System status, internal diagnostics , Touch pad (User Interface device)
• Excellent in depth troubleshooting, analyzing & managing the critical Incidents, Problem tickets with out of the box thought process
• Experience in preparing LOE and POA for complex Change, Major Planned/unplanned activities, designing POA for complex Change/Project.
• Experience in integration of AV/VC devices with IP PBX via H.323/SIP trunk
• Exposure to solution architect, design (HLD/LLD), consultancy and migration across full life cycle of projects (On-premises, Hybrid and Online).
• Awareness of ITIL framework and familiarity with ITSM Tools (like ServiceNow/HPSM/Clarify etc ) .
• Providing technical support for day to day operations, volurnability Patch Management & Planning and implementation of new projects for AV/VC productsProactive Monitoring & Incident detection through monitoring tool-Detect performance issues that may degrade the user experience
• Prioritize in terms of urgency and business impact, isolate cause of incidentStrong knowledge of networking principles including TCP/IP, VLANs, routing, NAT, DHCP, DNS, QoS, and firewall configurations.
• Ability to troubleshoot network issues affecting video conferencing performance.
• Good knowledge in preparing RFO, RCA’s, documentation, Knowledge Bank.
• Rich experience in handling of Implementation projects.
• Rich experience in solution designing, architect role for the huge & complex network environments and good capability to prepare the High Level and Low Level Technical Design Documents.
• Positions will require to work in rotational shifts to support 24 * 7 operations /project assigments

You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.

What we offer

Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).Professional Development: training programs and upskilling/re-skilling opportunities.Career Growth: Internal growth and mobility opportunities within Orange.Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.