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Assistant Manager Voice Operations

3.00 to 5.00 Years   Gurugram   17 Jun, 2020
Headstrong
Job LocationGurugram
EducationNot Mentioned
SalaryRs 4.0 - 7 Lakh/Yr
IndustryIT - Software
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

Assistant Manager, Voice Operations

  • In this role, you will be responsible for supporting the Voice operations 24X7 for internal IT. You will be working actively on the operational issues along with internal / external partners to recover the systems failure (proactive/reactive).
  • You will work Incident Management, Problem Management for each incident/tickets and need to ensure the high uptime to the business.
  • Your role will Voice L2+ and need to work on various current/upcoming technologies (explained below) to support business needs.
Responsibilities
  • Front-end face for Genpact Network Team while participating in internal P1/P2 Incident resolution bridge call
  • Participate in Bridge calls with clients for joint troubleshooting of network issues
  • Work with different Vendors and service Provider for faster and accurate resolution
  • Playing key role for network related incidents and providing key inputs for Problem Management
  • Identifying open risk in the production infra and provide input for mitigation
  • Record all changes done in production environment through a structured process
  • Voice Design and hands on Implementation knowledge
  • Specialist in Avaya CM /Session manager/SBC/ Call flow design and troubleshooting
  • Understanding of MIS tools like CMS / HA CMS
Qualifications Minimum qualifications
  • Graduate in Engineering / IT
  • PCNSE
Preferred qualifications
  • Avaya certification
  • Experience on contact center technologies like ACD systems, CTI
  • Understanding of Call recording solutions on VoIP / TDM
  • Good understanding of Dialer and design patterns
  • WIFI QoS technology over data Network
  • Co-ordination with Vendor for (equipment and telecom) for implementation.
  • Bandwidth assessment for voice traffic.
  • Superb Interpersonal skills
  • Excellent knowledge of Advanced Excel, Erlang models & Avaya CMS(or Real time/Reporting tools)
  • Capacity / Life cycle managements / Vendor Managements & Issue/IT cost Optimization
  • Experience in working with contact center /telecom service provider /vendors who provide technologies (Avaya / Cisco /ASPECT)
  • Hard / Smart working with good balance of minds on logical thinks
  • Expertise in controlling the access to service providers by saved queries.
,

Keyskills :
salesmis accountstat bankingcall flow design it cost optimizationenvironmental impact assessment

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