We are seeking a talented individual to join our CTSS team, a Marsh business. This role will be based in Pune. This is a hybrid role that has a requirement of working at least three days a week in the office.

We will count on you to:

Provide daily operational support for telecommunications systems including VOIP/IPT, conferencing, voicemail, call queues, user account setup, and mobility requests.
Perform Move/Add/Change (MAC) tasks for telecommunications and conferencing systems
Monitor and manage ServiceNow queues and configuration item database, escalating tickets as needed.
Troubleshoot and resolve basic circuit, user, and routing issues; escalate more complex problems to senior team members or vendors.
Assist with system maintenance schedules for systems following established procedures.
Support daily health checks and certify platform functionality and system integrity.
Maintain documentation and operational information in SharePoint or other repositories.
Assist with vendor order placement under guidance.
Coordinate physical moves of voice equipment with Regional Technology Managers as directed.
Follow incident management processes and escalate issues to meet SLAs.
Participate in after-hours support on a rotating basis for planned maintenance and emergency troubleshooting.
Maintain compliance with Marsh Tech security standards and assist in maintaining a secure environment.
Assist other colleagues on the Voice team as needed
Collaborate with other teams and vendors to support issue resolution and system improvements.

What you need to have:

Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
Minimum of 6 years of experience
Experience supporting telecommunications and conferencing systems (cloud-based and on-premise).
Basic troubleshooting skills for cloud and on premise phone systems, VOIP/IPT, and related communication tools.
Familiarity with ServiceNow or similar ticketing systems.
Proficient in using Microsoft Excel for basic reporting and data tracking.
Ability to follow established procedures and escalate issues appropriately.
Good communication and teamwork skills.
Willingness to participate in on-call rotations and handle support requests under supervision.
Exposure to SIP, ISDN, or Session Border Controller (SBC) technologies.
Basic understanding of vendor maintenance and upgrade processes.
Interest in learning scripting or automation tools.
Relevant certifications or training in telecommunications or IT support

What makes you stand out

Candidates must possess full professional proficiency in both written and spoken English
Strong problem-solving and troubleshooting skills.
Strong communicator, in both verbal and written form, able to articulate concepts and ideas, break through barriers, engage people, and work effectively with others under pressure.
Neutral toward technology, vendor, and product choices more interested in results than in personal preferences.
Unflappable in the face of opposition to ideas

Why join our team:

We help you be your best through professional development opportunities, interesting work and supportive leaders.
We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one anchor day per week on which their full team will be together in person.

R_345297

Manager - Telecommunications