.Technical Manager Microsoft Teams (Voice-Video)Company OverviewHCL Tech is a global technology company, home to more than 219,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products.We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG and Public Services.Job DescriptionMicrosoft Teams (Voice-Video) Technical ManagerPURPOSE OF THE JOBAct as an Operation manager & technical SME for MS Teams EV, providing a dynamic service identifying and solving issues within multiple components of critical business systems.
Responsible for the day-to-day operation activities, ensuring efficiency, and driving productivity.SKILLSAutomation in service delivery, Utilization and Billing, Management reporting, Conduct regular in-depth service and process audits.Manage service levels and exceed contracted SLA to deliver value add.Overall SLA management – Operation interaction with technologies Lead.Design network infrastructure for optimal Microsoft Teams Phone performance.Extend a Direct Routing infrastructure.Monitor Microsoft Teams Phone and troubleshoot Microsoft Teams clients and devices.Oversee and report weekly, monthly, quarterly, and annual metrics.Troubleshoot Direct Routing connectivity issues.Experience with IP telephony solutions.Understanding of Network basics; additional certifications in network stream would be beneficial.Working knowledge of Networking products and protocols; experience in supporting, troubleshooting, and administering Voice products, devices, and technologies.Endpoints configurations (Static IP Address request, H323 gatekeeper, SIP Proxy, TLS, SIP URI, DNS, QoS, E.164 Alias, H323 ID, System Name, SNMP, Default Call, Enable SIP Cert, Workflow Server - Exchange Room Mailbox Agent).Software upgrades, fixing issues, and bugs.Real-time Poly server infrastructure monitoring & usage reports per country.IVR creation, enhancement, and development.Licenses & certificates renewals and installation – vendor management.Support and maintenance of Poly Infrastructure Servers Clarity 2.0 (DMA Core, DMA Edge, RPCS, RPRM, OTDA Workflow, etc.
).Engage and escalate tickets to POLY HP vendor for L3 support (issues, fixes, bugs, RMA, certificates, software upgrades, etc.
).PEXIP Cloud Video interoperability to Teams Meetings (Coordination with PEXIP).Monitoring of CVI PEXIP Calls, ZOOM CRC Videoconference Calls.Room Mailbox requests for videoconference rooms.Coordinate (vendor management) with SBC telco carriers for raising tickets, troubleshooting, and testing.Digital Signage.Qualifications7-8 years of MS Teams EV work experience.Exposure to addressing operational concerns and issues, monitoring overall customer satisfaction