Tcom - Network Support Senior Analyst

NTT DATA North America; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

NTT DATA in Bengaluru, India is seeking a Tcom - Network Support Senior Analyst to join our UC/VC team. You will resolve advanced UC/VC incidents, administer CUCM/Unity/CER, and coordinate with Cisco and other vendors for rapid resolutions.

The role requires hands-on VOIP protocol knowledge, ITIL processes, and strong communication for global collaboration. A path toward advanced certifications is available within a supportive 24/7 environment.

Qualifications

• BE/B.Tech or MCA in IT or Networking.
• Cisco CCNA/CCNP Collaboration or equivalent is a plus.
• Experience with UC platforms and VOIP protocols.

Responsibilities

• Resolve UC and VC incidents with root-cause analysis and preventive actions.
• Administer CUCM, Unity Connection, CER and manage SIP trunks/SRST for sites.
• Configure and maintain Cisco Webex endpoints and Control Hub.
• Monitor UC/VC systems and generate performance and cost reports.
• Implement UC/VC changes within maintenance windows.
• Develop Knowledge Base articles and SOPs.
• Collaborate with OEM vendors for escalations and resolutions.

Skills

VoIP & UC knowledge

Cisco UC platforms

Webex & Control Hub

SIP/RTP/H.323 basics

ITIL incident & change management

Troubleshooting & debugging

English communication

Education

BE/B.Tech / MCA in IT or Networking

Tools

CUCM

Unity Connection

CER

Webex Control Hub

PowerShell

Python

Job description

Job Description:

We are currently seeking a Tcom - Network Support Senior 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-pressure situations in a 24/7 support model.

Career ProgressionL2 UC & Video Engineer → L3 Collaboration Specialist → 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 worlds 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.

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