CORE BUSINESS OPERATIONS
The Core Business Operations (CBO) portfolio is an integrated set of offerings that addresses our clients’ heart-of-the-business issues. This portfolio combines our functional and technical capabilities to help clients transform, modernize, and run their existing technology platforms across industries. As our clients navigate dynamic and disruptive markets, these solutions are designed to help them drive product and service innovation, improve financial performance, accelerate speed to market, and operate their platforms to innovate continuously.
ROLE
Level: Consultant
As a Consultant at Deloitte Consulting, you will be responsible for individually delivering high quality work products within due timelines in an agile framework. Need-basis consultants will be mentoring and/or directing junior team members/liaising with onsite/offshore teams to understand the functional requirements.
The work you will do includes:
- Candidate must oversee, and coordinate Incident, Problem and Change management activities associated with a large customer global network.
- Provide Tier 2 support for clients on various technical matters which includes VoIP, Collaboration, network, connectivity issues along with expert troubleshooting
- Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations.
- Primary functions performed include incident/outage response, coordinating multiple vendors to resolve outages and leading management status bridge updates.
- Publish Incident status to the customer via bulletins until incident resolution is completed.
- Implement Collaboration and VoIP changes via change management.
- Provide comprehensive diagnostics, RCA and troubleshooting support along with problem resolution for future analysis
- Assist technical teams for speedy resolutions of incidents.
- Be able to communicate well on a teleconference call with engineers, ISP, Cisco TAC, and customer.
- Ready to understand the issues and the requirements quickly. Be able to derive the best solution available
QUALIFICATIONS
Skills / Project Experience:
Must Have:
- Minimum 4 years of relevant experience in telecommunications & support of managed network infrastructure industry.
- Experience in Cisco voice network operations is critical to this position. Must have experience in interacting and effectively communicating with clients.
- Strong hands-on experience in VoIP protocols like SIP, MGCP, H323 and SCCP at CCNA level.
- Strong hands-on experience in implementing and administering CUCM, CME, CUC, SME, IM & Presence and Expressway series.
- Knowledge and experience managing and configuring Cisco voice gateways/CUBE, SRST troubleshooting and testing
- Strong hands-on experience in managing and troubleshooting skill in Extension mobility, Jabber presence and MRA related issues
- Strong knowledge and experience on Video solutions, Webex, MS Teams, Zoom 3rd party video endpoints.
- Extensive hands-on experience in troubleshooting in Call routing, Global E164 dialing, SIP trunk and PRI troubleshooting
- Experience with deploying, implementing, managing, and troubleshooting Cisco Emergency Responder and Prime.
- Strong interpersonal, written, and oral communication skills with the ability to work well in acollaborative environment
- Able to conduct research into Collaboration issues and products as required
- Able to effectively prioritize tasks in a high-pressure environment
- Strong customer service orientation with proven analytical and problem-solving abilities
- Excellent problem-solving skills with demonstrated success in root cause analysis
- Candidate must have excellent customer relationship skills, including experience in handling escalations and crisis situations. Independent, self-driven and highly customer focused
- Able to achieve results through distributed teams and through other functional organizations is essential
- Candidate must have superior written and verbal communication skills, including the ability to lead real-time incident conference calls to manage the customer expectations, multiple supplier inputs, and coordination with teams internally.
Good to Have:
- Certifications of CCNA Collaboration minimum and CCNP Collaboration preferred
- Understanding of Application and other infrastructure monitoring tools
- ITIL Knowledge and certification
- Experience on virtualization platform
- Analyzing and troubleshooting SIP logs through RTMT/Wireshark
- Knowledge on DevOps to automate CUCM/Collaboration through API (Eg Phyton)
- Working knowledge of TCP IP concepts and protocols like DNS, DHCP, TFTP, LDAP and NTP
Education:
B.E./B. Tech/M.C.A./M.Sc (CS) degree or equivalent from accredited university
Prior Experience:
4 – 6 years of experience working on Cisco Collaboration technologies along with good understanding and hands on work on MS Team, Zoom, Skype and WebEx
Location:
Hyderabad/ Pune
The team
Deloitte Consulting LLP’s Technology Consulting practice is dedicated to helping our clients build tomorrow by solving today’s complex business problems involving strategy, procurement, design, delivery, and assurance of technology solutions. Our service areas include analtics and information management, delivery, cyber risk services, and technical strategy and architecture, as well as the spectrum of digital strategy, design, and development services Core Business Operations Practice optimizes clients’ business operations and helps them take advantage of new technologies. Drives product and service innovation, improves financial performance, accelerates speed to market, and operates client platforms to innovate continuously. Learn more about our Technology Consulting practice on www.deloitte.com
For information on CBO visit - https://www.youtube.com/watch?v=L1cGlScLuX0
For information on life of an Analyst at CBO visit- https://www.youtube.com/watch?v=CMe0DkmMQHI