Senior Administrator - Cisco Unified Communications
Role Overview
CMS team members are expected to meet customer agreements and service commitments, follow and improve team processes, and adhere to cost-reduction measures.
The role follows ITIL event, incident, change, service request, and problem management practices and collaborates across teams.
Key Skills for This Role
Full Job Posting
Role summary
CMS team members are expected to meet customer agreements and service commitments, follow and improve team processes, and adhere to cost-reduction measures.
The role follows ITIL event, incident, change, service request, and problem management practices and collaborates across teams.
Job responsibilities
- Execute documented and approved requests accurately in customer production environments.
- Follow and enforce Cisco and customer change-management policies; provide technical input for Change Advisory Board meetings.
- Reduce production-change risks and validate service-request execution before implementation.
- Conduct post-change QA testing and confirm successful completion while reducing service-impacting risks.
- Serve as first escalation point for failed requests or changes and perform backouts to the pre-change baseline.
- Keep stakeholders informed before, during, and after approved service requests.
- Participate in team process improvement, cost reduction, knowledge sharing, and automation initiatives.
Experience and education
- Associate-level (2-year) or bachelor-level (4-year) university degree, or equivalent, in a technical discipline.
- 5–10 years of experience in a Network Operations Centre, Technical Assistance Centre, or implementation role.
Technical skills
- Strong technical experience with Cisco Unified Communications Manager, multiservice technologies, gateways, Cisco Unity Connection, Jabber, Cisco Unified Presence, SME, virtualization, or related collaboration technologies.
- Knowledge of IP telephony protocols including SIP, H.323, MGCP, RTP, RTCP, VXML, and codecs.
- Good understanding of Cisco Expressways and Jabber MRA.
Other requirements
- Strong written and verbal communication, organizational, workload-prioritization, independent-working, interpersonal, and teamwork skills.
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