Excellent Opportunity with our client forMajor Incident Manager Voice 29391 Gurgaon (Job Code : J47699)Exp :5 - 9 Years Location:Gurgaon Key Skills:Major Incident,VoicePlease pass on or Share this message to your friends who are looking for similar roleshttps://www.sampoorna.com/JobPostingDisplay.aspJobID=30913&JRID=0.192987Purpose Of Role:The role is doing end to end Incident Management for Voice issues for Legacy and CCaaS (Contact Center as a Service) solutions, is customer focused, and able to manage customer expectations while adhering to the SLA/KPI defined.Skills/Experience MIM-Voice:Typically engineering/science degree.Good network support knowledge and experience, customer focussed and good customer service skills.Good knowledge of Contact Center as a solution, specially genesys cloud.At least 4 or more no. years professional experience within Cisco IPT environment.Hands on experience on Genesys (CCaaS) would be added advantage.Having Good Knowledge on CUCM, Gateways, Unity and UCCX Platforms.Skills/Experience MIM-Voice:Excellent communication and interpersonal skills are essential.Proficient in time management to handle multiple tasks efficiently.Experience in L2 support and incident management within voice and contact center environments.Basic knowledge of supporting inbound and outbound-related issues.Ability to identify and address performance issues, collaborate with teams, and ensure service level agreements and project objectives are met.Previous experience with voice and contact center technologies, including Inbound, Outbound Contact Server, and SBCs (AudioCodes).Capability in handling escalated issues related to VOIP and contact centers.Experience in coordinating multiple resolver groups.Comfortable working in a support environment.Sound knowledge of cloud contact center environments, SIP servers, AudioCodes SBC, and E1/T1 channels.Proficient in incident management processes and procedures.Oversee the end-to-end management of incidents, from initial detection through to resolution and closure.Act as the primary point of contact for all incident-related communication, ensuring timely and accurate updates to stakeholders.Coordinate with internal teams and external vendors to troubleshoot and resolve incidents within defined service level agreements (SLAs).Implement and maintain incident management processes and procedures to ensure consistency and effectiveness.Analyze incident trends and root causes to identify opportunities for improvement and prevent recurrence.Conduct post-incident reviews to capture lessons learned and implement corrective actions as necessary.
