HCS Operation Support Engineer
About This Role
Job Summary:
We are seeking an experienced HCS Operation Support Engineer to support and maintain Cisco Hosted Collaboration Solutions (HCS) within a telecom operator environment. The role involves 24x7 operational support, troubleshooting, and maintenance of Cisco Unified Communications platforms, ensuring high availability and performance of IP telephony services.
Key Responsibilities:
Provide 24x7 operational support and participate in on-call rotations for incident management.
Perform implementation, administration, and maintenance of Cisco HCS platform (10.x).
Manage and troubleshoot Cisco UC components including CUCM, Unity Connection, IM & Presence, and Expressway.
Handle Session Border Controllers (SBC – ASR 1000 series) and voice gateway configurations.
Support IP Telephony services, including dial plans, PSTN integration, and call routing.
Perform hardware and software management, patching, and system upgrades.
Manage virtualized environments (VMware) and Cisco UCS infrastructure.
Monitor system performance, perform root cause analysis (RCA), and ensure timely resolution of incidents.
Coordinate with Cisco TAC / vendor support teams for critical issues until resolution.
Participate in Change Advisory Board (CAB) meetings and execute approved changes.
Maintain system backups, configurations, and documentation.
Collaborate with internal teams (Operations, Engineering, and Business units) for service improvements.
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