Tcom - Network Support Analyst

NTT DATA, Inc.; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

NTT DATA is seeking a Tcom - Network Support Analyst to join our Bangalore, India team. The role emphasizes advanced incident resolution, CUCM/Unity CER administration, and Cisco Webex device support to ensure high-quality UC/VC services.

You will monitor systems, perform RCA, manage changes in maintenance windows, draft SOPs, and collaborate with OEM vendors. BE/B.Tech or equivalent and relevant Cisco certifications are preferred.

Qualifications

• BE/B.Tech or MCA or equivalent IT degree required.
• Certifications such as CCNA/CCNP Collaboration are a strong plus.
• ItIL Foundation is advantageous.
• Experience with Cisco Webex or Video Network certifications a plus.
• Strong troubleshooting and collaboration skills in a 24/7 support model.

Responsibilities

• Resolve advanced UC/VC incidents, perform RCA and preventive actions.
• Administer CUCM, Unity Connection, CER; manage SIP trunks and SRST.
• Support Cisco Webex endpoints; configure and troubleshoot room systems.
• Monitor UC/VC dashboards and generate usage/cost reports.
• Execute approved UC/VC changes within maintenance windows.
• Create Knowledge Base articles and SOPs; document processes.
• Coordinate with Cisco TAC and other vendors for resolutions.

Skills

CUCM/Unity/CER

Webex devices

VoIP protocols

Gateways/SBC/SRST

ITIL incident/change mgmt

Education

BE/B.Tech or MCA

Tools

CUCM & Unity Control Hub

CER & Webex Control Hub

Job description

We are currently seeking a Tcom - Network Support Analyst to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

\"Key Responsibilities

• Advanced Incident & Problem Resolution: Resolve UC and VC issues escalated from the L1 team; perform root cause analysis (RCA) and implement corrective and preventive actions.
• Configuration & Administration: Administer Cisco Unified Communications Manager (CUCM), Unity Connection, and Cisco Emergency Responder for user configuration, dial plan updates, and voicemail setup; configure and maintain SIP trunks, H.323 gateways, and SRST for remote sites.
• Video Conferencing Support: Administer Cisco Webex video endpoints, perform room-system configuration and health checks, and troubleshoot video quality issues and scheduling integrations (Exchange/Outlook).
• Monitoring & Reporting: Monitor UC and VC systems through dashboards; produce performance and capacity reports; use call accounting tools (Microcall, ClearView, Telemate) to extract data and prepare usage and cost reports (training provided).
• Change & Release Management: Implement approved UC/VC changes, software updates, and firmware patches within designated maintenance windows.
• Documentation & SOP Development: Create and maintain accurate Knowledge Base articles and SOPs to support L1 operations and audit requirements.
• Vendor Collaboration: Engage OEM vendors (Cisco TAC, SPOK, Mitel) for support cases and escalations through to resolution.

Required Skills & Experience

• Hands‑on experience with Cisco UC platforms: CUCM, Unity Connection, and Cisco Emergency Responder (CER).
• Experience administering Cisco Webex devices and Control Hub (Microsoft Teams Rooms knowledge is a plus).
• Strong understanding of VoIP protocols (SIP, RTP, H.323) and dial plan logic (E.164, NANP).
• Working knowledge of voice gateways, CUBE, Session Border Controllers, and SRST configuration.
• Sound operational knowledge of ITIL incident and change management processes.

Nice‑to‑Have Skills

• Experience with call accounting and TEM tools and legacy PBX (Microcall, ClearView, Telemate, Mitel PBX).
• Basic automation skills (PowerShell, Python) applied to UC administration tasks.
• Understanding of video interoperability solutions in multi‑platform environments.

Education & Certifications

• BE/B.Tech, MCA, or equivalent degree in IT or Networking.
• Certifications considered a strong plus: Cisco CCNA/CCNP Collaboration, Cisco Webex or Video Network Specialist certification, ITIL Foundation, Microsoft Teams Voice Engineer Associate.

Soft Skills & Competencies

• Excellent debugging and troubleshooting skills for voice and video issues.
• Strong written and verbal communication for collaboration with global teams and customers.
• Ability to manage competing priorities and high‑priority situations in a 24/7 support model.

Career Progression
L2 UC & Video Engineer to L3 Collaboration Specialist to UC Solution Architect / SME, with a path toward advanced certifications (CCIE Collaboration, AV Design) and automation expertise.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise‑scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners.NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in‑office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us .

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .