Purpose:
Day-to-day on-ground support to handle Incident and service-requests related to IPT hardware to be deployed as per RFP for Adds, Moves, Changes and Disconnections (IMAC-D)
Responsibilities:
- Monitoring availability, event, capacity, and performance monitoring of the IPT devices
- Monitoring functions plus IP Telephony health reporting, historical statistics and threshold, voice quality reporting, and capacity planning
- Check monitoring system and device logs for unclassified error or abnormal messages.
- Patch Notification; Respond to and diagnose the identified events (from monitoring outcome) and incidents escalated by Service Desk
- Investigate the problem and determine its root cause. Once root cause is identified, identify options for obtaining a permanent fix
- Resolve incidents and perform functional escalation to the next resolver group and hierarchical escalation to the next management group
- Software patches notification including bug fixes and security releases for the IPT application and OS environments
- Update and maintain records of IPT device configuration upon execution of changes.
- Identify and evaluate required updates for IPT devices, e.g. software updates and patches on quarterly basis
- Deploy patches following Change Management process
- Verify functionality and provide post deployment support; Coordinate with teams for resolving issues / Incidents on IPT Infra
- Support and working on - Expressway Series, Cisco Meeting room, Cisco Voice Gateway, Cisco Imagicle
