SME - Cisco Unified Communications
India
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Job Description
SME - Cisco Unified Communications
| Bengaluru, KarnatakaNoida, Uttar Pradesh

Job Summary

Identify the trainings required for both technical and process domains for the team and consider roll out suitable corrective measures. · Responsible for planning and coordinating all the activities required to monitor, perform and report all day2 operations under the purview of incident management. · IM is responsible to identify process deviations and applying suitable corrective measures. · IM is responsible to manage communications during major incidents to customer and internal stakeholders. · IM is responsible to assess the workload in the NOC and plan resources accordingly with due consultation along with operations management. · IM is responsible to monitor the adherence to incident management service level agreement and apply suitable corrective measures as required. · IM should plan, schedule and drive adherence to incident reviews by Tier 2 / Tier 3 engineers. · IM should establish continuous service improvement cycles where the process, performance, activities, policies, procedures, supporting technology, roles and responsibilities are reviewed, and suitable corrective measures are applied as applicable. · IM should conduct regular individual and team sync up with the team members to identify the area of improvements (Process & technical) and accordingly apply suitable corrective measures. · IM should conduct different activities for team building measures. · IM should proactively work with Tier 2 / Tier 3 to plan applicable activities ensuring stability of the production set up. · IM should collaborate with Tier 3 to perform skill gap analysis once in every six months and accordingly rollout suitable corrective measures. · IM should work with Tier 3 to roll out mentoring programs for engineers to improve on their technical and process skills. · IM should work with Tier 2 / Tier 3 engineers to help team in adopting automation in operations improving quality, MTTR and efficiency. · IM should proactively work to bring in operational excellence by continuously helping team members on leveraging different CMS tools for efficient incident handling and by coordinating with customers and internal stakeholders. · IM should collaborate with different CX teams to bring in service excellence by leveraging the expertise of CX.

CMS Incident Manager24x7 rotational shifts. ITIL Foundation Certified 

Key Responsibilities

NA

Skill Requirements

BS/MS in a technical field and 10+ years of experience in Network Operations Centre or Technical Assistance Centre. · Relevant Industry experience will also be considered. · 3+ years’ experience in an Incident Manager/ Lead role while acting as a liaison with external/internal customers. · ITIL Foundation certification required. ITIL Expert certification desired.= · Strong understanding of Cloud delivery models. Relevant foundational cloud certifications are a definite plus. · Knowledge on Cisco technologies - Unified Communication, Contact Center, Cisco Routing and Switching, Cisco Data Center Compute and Storage · Great teammate with good communication skills in both written and spoken format Ability to prioritize while handling customer commitments

Other Requirements

Capability with transitioning business: event management, onboarding devices to monitoring platform · Experience in handling post-mortem analysis, preparing and presenting Root Cause Analysis to internal and external stakeholders · Experience with executive presentation, business reviews and contract managemen
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.