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Network Voice Admin - L2 (Cisco IP Telephony and SIP Protocol)
Wipro
3 - 5 years
Pune
Posted: 27/05/2025
Job Description
Job Description
Role & Responsibilities:
- Experienced in IP Telephony Environment of an enterprise impacting 4000+ users
- Handling L2 incidents or escalated tickets from L1 team
- Participating in Major Changes and guide the L1 Team
- Run the system heath check procedures & provide inputs to L3 teams
- Maintains and monitor network utilization and make necessary changes whenever required in Technical Transition & Documentation skills (Onsite to Offshore)
- Log onto Network element, Analyze, Trouble shoot & Diagnose root cause of the Incident and provide Temporary work around, including Activation of backup Circuits etc.
- Contribute to KEDBs, SOPs and participate in SIPs being driven by the delivery
Must have:
- Good understanding of IP Telephony Protocols such as SIP, H.323 Protocols
- Network monitoring tools like Solarwinds, Prognosis , etc
- Knowledge on QoS Configuration and administration
- Ability to understand and validate network troubles / faults in one or more of the following domains/Technology:
- VoIP Switches
- CISCO IPT
- Session Border Controller
- Solarwinds
- Voice Switching: TDM, VoIP, Call processing, Trunking, Signaling, SS7
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Do
- Ensure timely response of all the tickets raised by the client end user
- Service requests solutioning by maintaining quality parameters
- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
- Provide an acceptance and immediate resolution to the high priority tickets/ service
- Installing and configuring software/ hardware requirements based on service requests
- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
- Provide application/ user access as per client requirements and requests to ensure timely solutioning
- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
- Coordinate with on-site team for complex problem resolution and ensure timely client servicing
- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner
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Deliver
| No | Performance Parameter | Measure |
| 1. | 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails |
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Experience: 3-5 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
About Company
Wipro Limited is a global information technology, consulting, and business process services company based in India. Founded in 1945, Wipro provides a wide range of services, including software development, IT infrastructure management, and business consulting. The company serves various industries, such as banking, healthcare, and manufacturing, and is known for its focus on innovation and sustainability. With a presence in over 50 countries, Wipro is recognized for its commitment to quality and customer satisfaction.
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