Antony Cp

Currently working as a managed services engineer of cloud and hybrid unified communications and collaboration services, I am working with world-leading telco and systems integration partners to provide enterprise organization with high availability, fully integrated UC solutions such as Microsoft Cloud services and Audiocodes SBC etc.

Job responsibilities include

Impact assessment and management of events and alerts triggered from assets across the estate via our centralised monitoring systems (e.g. SCOM, OVOC, Zabbix)

Primary L2 point of contact for other analysts and internal escalations

Triaging new customer tickets, assessing priorities and escalating if required

Resolving Incidents and Requests raised by our customers within agreed SLA’s

Handling calls from customers, vendors and other 3rd parties

Assisting the Incident Management team by owning all priority tickets through to resolution, performing high quality communications to internal and external stake holders and suppliers, escalating as appropriate

Generating and analysing Teams Media quality reports and client logs

Following documented processes to provision and modify user accounts across the modern workplace suite of applications (primarily Teams, Exchange online, Sharepoint online, and CRM Dynamics)

Supporting and performing Change activities

Performing server and application maintenance activities, including patching using SCCM and troubleshooting backup anomalies as necessary

Audiocodes & application certificate renewals

Escalating Hardware issues to our suppliers and co-ordinating supplier access to our customer sites around the globe

Supporting 3rd line engineers with our core technologies .

Provide technical support for all UC services, ensuring all support tickets are kept up-to-date

Ensure faults are resolved with the agreed customer SLA

Liaise with 3rd party suppliers for fault resolution when appropriate

Develop close working relationships with the UC Specialist, UC Architect, Service Delivery and UC Provisioning Teams

Responsible for knowledge transfer to other teams members assisting with personal development

Assist in the training of new team members

Provide support to the UC Provisioning Team when required

Escalate customer faults to the UC Specialist Team

Assist the UC Specialist, UC Architect, Service Delivery and UC Provisioning Teams with any work during out of hours to include customer troubleshooting issues and R&D.

Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member to include out of hours tasks as required

MCA masters degree and BCA Bachelor degree.

Have couple of certifications such as CCNA and Microsoft team in cloud colloboration