Tcom - Network Support Senior Analyst

Req ID: 380707 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, apply now. 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. 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