Job Summary

As a Subject Matter Expert in On-Premise Cisco Collaboration, you will play a pivotal role in enhancing customer satisfaction by ensuring the timely resolution of escalated incidents and adherence to quality standards. Your expertise will contribute to the operational efficiency and effectiveness of support services, while mentoring team members and facilitating communication with key business stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Applying On-Premise Cisco Collaboration Best Practices To Meet Sla Requirements.
2. Mentor Administrators And Team Members Through Value Addition Activities, Such As Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Enhance Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Actively Participating In Capacity Planning Sessions To Align Resources With Demand.
4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand And Address Issues, Facilitating Effective Communication That Leads To Increased Satisfaction.
5. Conduct Thorough Validations And Analyses, Such As Root Cause Analysis And Trend Analysis, To Produce Insightful Reports That Drive Performance Improvements And Inform Key Business Stakeholders.

Skill Requirements

Scope of work : 1. Project Coordination and Preparation Collaborate with various JPMC teams to gather all necessary information and requirements for CUCM upgrades and migrations. Ensure all migration prerequisites are completed and the environment is ready well before the scheduled migration dates. 2. Migration / Upgrade Preparation and Participation Actively participate in migration / Upgrade preparation activities, including attending daily migration sessions via persistent chat and conference calls. Stay engaged with project teams to address any pre-migration concerns or dependencies. 3. Migration and Upgrade Support ESXi upgrades followed by CUCM / CUC and UCCX Upgrades Provide comprehensive Day 1 and Day 2 support for all migrations and upgrades conducted over weekends. Offer technical assistance and troubleshooting during and immediately after migrations to ensure smooth transitions. 4. Issue Resolution and Ticket Management Address and resolve daily migration-related issues received via email or Persistent chat Follow up with clients to ensure proper requests are submitted through ServiceNow (SNOW) for all tasks performed. 5. Ongoing Support Deliver support for all migrations and upgrades, including post-migration monitoring and troubleshooting. ( Migrations / Upgrades will happen on weekends ) Provide on-call support for any issues raised during migrations, both during business hours and after hours, to ensure minimal disruption to operations.

Other Requirements

Scope of work : 1. Project Coordination and Preparation Collaborate with various JPMC teams to gather all necessary information and requirements for CUCM upgrades and migrations. Ensure all migration prerequisites are completed and the environment is ready well before the scheduled migration dates. 2. Migration / Upgrade Preparation and Participation Actively participate in migration / Upgrade preparation activities, including attending daily migration sessions via persistent chat and conference calls. Stay engaged with project teams to address any pre-migration concerns or dependencies. 3. Migration and Upgrade Support ESXi upgrades followed by CUCM / CUC and UCCX Upgrades Provide comprehensive Day 1 and Day 2 support for all migrations and upgrades conducted over weekends. Offer technical assistance and troubleshooting during and immediately after migrations to ensure smooth transitions. 4. Issue Resolution and Ticket Management Address and resolve daily migration-related issues received via email or Persistent chat Follow up with clients to ensure proper requests are submitted through ServiceNow (SNOW) for all tasks performed. 5. Ongoing Support Deliver support for all migrations and upgrades, including post-migration monitoring and troubleshooting. ( Migrations / Upgrades will happen on weekends ) Provide on-call support for any issues raised during migrations, both during business hours and after hours, to ensure minimal disruption to operations.