Tcom - Network Support Senior Analyst

NTT DATA North America; Bengaluru Urban; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

NTT DATA is seeking a Tcom - Network Support Senior Analyst to join our Bangalore team. You will handle advanced incident resolution, administer CUCM, Unity Connection, CER, and manage voice/video systems across global clients.

The role requires hands-on VoIP expertise, ITIL processes, and collaboration with OEM vendors; you will work in a 24/7 support model with growth opportunities toward UC solutions architecture.

Qualifications

• Hands-on experience with Cisco UC platforms: CUCM, Unity Connection, and CER.
• Experience administering Cisco Webex devices and Control Hub knowledge is a plus.
• Strong understanding of VoIP protocols (SIP, RTP, H.323) and dial plan logic.
• Knowledge of voice gateways, CUBE, SBCs, and SRST configuration.
• ITIL-based incident and change management experience.

Responsibilities

• Advanced Incident & Problem Resolution for UC/VC issues with RCA and preventive actions.
• Administer CUCM, Unity Connection, CER; manage SIP trunks and gateways for sites.
• Video Conferencing support: Webex endpoints, room-system setup, and health checks.
• Monitor UC/VC systems; produce performance and cost reports; use call accounting tools.
• Implement UC/VC changes within maintenance windows; develop SOPs and KB articles.

Skills

CUCM & CER

Cisco Unity

Webex Devices

VoIP SIP/RTP

CUCM SRST

ITIL Incident/Change

Education

BE/B.Tech (IT/Networking)

MCA

Tools

Microcall

ClearView

Telemate

Control Hub

Job description

Req ID: 380728

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

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 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.

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.

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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.

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