Role Overview :

Support Level : L2 Operations

Domain : Telephony / Collaboration

Scope : Enterprise Telephony and Cisco Webex Calling

Role Purpose :

Provide L2 operational support for the client's enterprise telephony services. Resolve telephony incidents and service requests, monitor telephony infrastructure, support global offices, maintain service documentation and coordinate with L3/vendor teams for complex issues.

Key Responsibilities :

- Provide L2 support for enterprise telephony services.

- Resolve L1/L2 telephony incidents and service requests related to Cisco Webex Calling and Cisco Webex Assist.

- Monitor telephony network devices and respond to alerts within committed service levels.

- Troubleshoot telephony service issues and coordinate with relevant teams for complex or cross-domain incidents.

- Support local IT teams across global offices with telephony-related incidents and requests.

- Refine telephony KPI monitoring, alert thresholds and operational monitoring practices.

- Maintain accurate as-built documentation for telephony services.

- Participate in RCA reviews and contribute to corrective and preventive actions for recurring telephony issues.

- Coordinate with Network, Network Security, Hosting, Cloud and other technology teams on cross-tower telephony issues.

- Escalate unresolved or complex issues to the appropriate L3/vendor teams with clear technical findings.

Common Operational Responsibilities :

- Maintain ServiceNow tickets with clear investigation, resolution and closure notes.

- Participate in RCA reviews and contribute to corrective and preventive actions.

- Update SOPs and knowledge-base articles based on operational learnings.

- Collaborate with other technology towers on cross-domain incidents and service issues.

- Follow ITSM incident, problem and change management processes and committed service levels.

Tools Experience & Knowledge :

- Cisco Webex Calling

- Cisco Webex / Webex Assist

- Enterprise telephony monitoring tools

- ServiceNow

- Enterprise network monitoring tools

- Datadog Monitoring

Technologies :

- Cisco Webex Calling

- Cisco Webex and Assist

- Enterprise telephony operations

- Telephony network monitoring

- Telephony KPI monitoring and threshold management

- ITSM incident, problem and change management

Key Skills :

- Strong L2 telephony incident and request troubleshooting.

- Cisco Webex Calling and Webex Assist administration/support.

- Telephony monitoring, alert handling and KPI management.

- Strong incident ownership, escalation and stakeholder communication.

- Ability to coordinate with local IT, network, cloud and other technology teams.

- Service documentation and as-built maintenance.

- RCA participation and continuous improvement.

- Strong written and spoken English.

Preferred Certifications :

- Cisco Certified Specialist - Collaboration Hybrid & Cloud

- Cisco CCNA / relevant Cisco Collaboration certification preferred.

Working Environment :

The role operates in a 24x7 support environment and requires effective coordination with L1/L1.5 teams, L3 teams, technology towers, carriers/OEMs and client stakeholders as applicable.

Experience :

- 12+ years of experience in L2 operations, with strong experience in enterprise telephony/collaboration support.

- Experience working in a 24x7 support environment.

- Hands-on experience supporting Cisco Webex Calling and Webex Assist.

- Experience troubleshooting L1/L2 telephony incidents and service requests.

- Experience supporting telephony services across global office environments.

- Experience with ITSM incident, problem and change processes.

- Clear written and spoken English.