IN-Senior Associate Unified Communication Support Manager IN IT Services COIFSPAN India

Line of Service

Industry/Sector

Specialism

Management Level

Job Description & Summary

Why PWC

At PwC you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes forour clients and communities. This purpose-led and values-driven work powered by technology in an environment that drives innovation will enable you to make a tangible impact in the real world. We reward your contributions support your wellbeing and offer inclusive benefits flexibility programmes and mentorship that will help you thrive in work and life. Together we grow learn care collaborate and create a future of infinite experiences foreach other. Learn moreabout us.

At PwC we believe in providing equal employment opportunities without any discrimination on the grounds of gender ethnic background age disability marital status sexual orientation pregnancy gender identity or expression religion or other beliefs perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firms growth. To enable this we have zero tolerance for any discrimination and harassment based on the above considerations.

Job Description & Summary:

As the Unified Comms Support Manager you will be responsible for managing the overall support function including strategy planning and execution. You will be aligned with business objectives and ensure that high standards of service are maintained.

Responsibilities:

Provide day-to-day operational support for unified communications platforms (Microsoft Teams Voice Switchboard Contact Centre) covering voice fax and SMS services. Troubleshoot and resolve incidents across voice switchboard and contact centre systems; perform root cause analysis and implement permanent fixes. Manage telephony infrastructure including MS Teams call routing and numbering plans. Monitor service health and call quality metrics; analyse trends and take corrective action to meet SLAs. Plan and execute firmware software and patch upgrades; coordinate maintenance windows and minimise business impact. Maintain CMDB records in Service Now and standard operating procedures for all unified communication services. Liaise with vendors and service providers for incident escalation licence management and service improvement activities. Support change and project work for unified communications providing technical design testing deployment and cutover support. Conduct capacity planning risk assessments and disaster recovery planning for unified communication services. Ensure compliance with regulatory privacy and organisational policies relating to telephony and collaboration systems.

Provide training knowledge transfer and support materials to improve adoption and first-time resolution by support teams and end-users.

Mandatory skill sets:

Proven experience in a technical UC support -depth knowledge of Microsoft Teams Voice and Cisco services. Networking for real-time media: QoS/DSCP VLAN/Wi-Fi design firewalls/NAT proxy impacts packet capture and analysis; ICE/STUN/TURN concepts Effective vendor management. Experience with good record management. Ability to solve complex work problems leveraging overarching guardrails experience and strong judgement. Ability to be actively involved in large projects and/or leading medium scale projects. Ability to successfully collaborate across several global teams to drive results. Familiarity with ITIL practices (incident problem change) and major incident management.

Preferred skill sets:

Curiosity: A natural curiosity and eagerness to learn explore new ideas and see past the status quo. Collaboration: A natural collaborator suited to work in a collaborative culture with a diverse and talented team that values collaboration constructive challenging and mutual respect. Challenge: Demonstrates the capability to question and challenge ideas decisions and processes in a constructive manner fostering a culture of continuous improvement and innovation while maintaining respect and professionalism in all interactions. Value Driven: Demonstrates a strong commitment to ethical principles organisational values ensuring that all actions and decisions align with the companys mission and integrity standards. Resilient and adaptable. Customer-focused with a commitment to service excellence.

Years of experience required:

4 yrs

Education qualification:

Any Ug/Pg

Education (if blank degree and/or field of study not specified)

Certifications (if blank certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship

Government Clearance Required

Job Posting End Date