Tcom - Network Support Senior Analyst

NTT DATA BUSINESS SOLUTIONS; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Bangalore, India, seeks a Network Support Senior Analyst to join a 24/7 UC/VC operations team. You will resolve advanced incidents, administer CUCM, Unity Connection, CER, and Webex devices, and support video conferencing environments.

You will monitor systems, generate reports, implement changes, create SOPs, and collaborate with OEM vendors like Cisco/TAC. A BE/B.Tech or MCA plus CCNA/CCNP Collaboration is preferred.

Qualifications

• BE/B.Tech or MCA with networking focus is preferred.
• Hands-on experience with Cisco UC platforms (CUCM, Unity Connection, CER).
• Experience with Cisco Webex devices and Control Hub is desirable.
• Working knowledge of VoIP protocols (SIP/RTP) and dial plan logic.
• Familiarity with SRST, CUBE, SIP trunks, and gateway configurations.

Responsibilities

• Advanced Incident Resolution and RCA on UC/VC issues; implement fixes.
• Administer CUCM, Unity Connection, CER; manage SIP trunks and gateways.
• Support Cisco Webex endpoints, room systems, and scheduling integrations.
• Monitor UC/VC systems; generate usage and cost reports; dashboards.
• Implement approved changes during maintenance windows; release management.
• Create and maintain SOPs and Knowledge Base articles.
• Collaborate with OEM vendors (Cisco TAC, SPOK, Mitel) for escalations.

Skills

CUCM

Unity Connection

CER

Cisco Webex

Webex Control Hub

VoIP SIP/RTP

H.323 Dial Plan

SRST

ITIL processes

Call accounting

Education

BE/B.Tech / MCA

Tools

Microcall

ClearView

Telemate

Cisco TAC

Job description

We are currently seeking a Tcom - Network Support Senior Analyst to join our team in Bangalore, Karnataka, India.

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.

Requirements

• 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 Progression

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