Experience - 8 to 10 years
Location Hyderabad
- Provide support as per the scope with dedicated onsite team who will provide
- support to end users for their technical issues Problem management, Incident
Management, Change Management
- Understand and identify the different types of managed elements i.e. IP phones, Voice
gateways, Voice Recorder & Application i.e. CTI, LCM
- Provide information on inventory of the elements hosted at Customer premises as
- required
- Ensure details are captured and tracked related to activities performed by onsite team, and
ensure handover to next shift person, during shift rotation time is done
- Ensure support for the Customer's Contact centre devices, any other support as required
by other team.
- Coordinate with various user functions for requirement gathering and support, this is
applicable for the change management considered in scope of this SOW.
- Prepare User Guides and train users on newly developed Systems/Applications. This is
applicable for applications developed onsite by the Managed Services team.
- Coordinate with various user functions for requirement gathering and support for
applications that will be developed onsite by the Managed Services team.
- Daily/Weekly/Monthly/Quarterly Dashboard to be shared with customer.
- Coordination with Cisco and other 3rd party vendor for major incidents.
- Managing tickets related to UCCE, Harmony, List & Campaign manager for locations as
per baseline in Schedule A.
- Supervising Webex sessions for Incident resolution when required.
- Periodically track, trend and report Incidents / Problems / MACDs / Changes.
- Manage and report Root Cause Analysis (RCAs) for Incidents/Problems.
- Coordination and follow up with OEMs / Respective Vendors for infrastructure &
application issues.
- Periodic meeting to review & discuss the support activities (engagement) happening on
the solution under scope and discuss the action items moving ahead.
- Support activities like incidents/ problems/ changes/ MACDs reported, performed or
pending.
- Monthly invoicing with partner and budget calculations forecast
Skills: managed services,management,operations,customer,application,change management,calculations,cti
