Specialist APS Engineer

Support | Pune, India | INDIA


Role & Responsibility:

  • Shift Lead is responsible for managing the shift with minimal to no escalations
  • Ensure all the Cases raised/Transferred from previous shift are handled within the levels and within the defined SLA
  • ACT as Escalation manager for Customer Escalations as needed.
  • Ensure process adherence during his/her Shift.

Skills and experience required:


  • Require 5-7 years’ experience in Technical Support in Telephony and VOIP and/or in Application Support.
  • Should be an SME in Voice recording products and integration with PBX in Application Support.
  • In depth knowledge in the following technical areas: CTI,  Voice recording, PBX/ACD, WEB/Internet, MS Windows, SQL server, Database knowledge, VOIP, Computer H/W & Networking, clusters, Domain / workgroup / AD, LDAP Authentication.
  • Any one of below:
  1. Good working knowledge on any of the following: CISCO Unified contact center Enterprise (UCCE), CISCO Unified Communications Manager (CUCM), Avaya Aura Platform and Voice/Media Gateways.
  • Hands on experience on MS Database & SQL Basic queries
  • Should be willing to work in 24/7 shifts and weekends as well
  • Should have been in a customer facing role
  • Prior work experience in NOC environment 2-3 years
  • Sound knowledge in managing SLA/KPI
  • Take ownership of the critical issue and handle customer escalation.
  • Sound knowledge in reporting based on SLA and KPI

Nice to have:

  • Experience in NICE products or NICE certified Engineers
  • Certifications that match up well:  Cisco, Avaya, Nortel, Verint, Aspect
  • Certification on MS platform – MS SQL, MCSA, MCSE
  • ITIL Certification


  • BE/BSC in computers science, electronics and telecommunications or equivalent

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