Job description:

Assess the As-is Provision the To-be Decom of the old As-is Have discussion with BAU team and understand the PBX solution in all DSM-firmenich sites.
2. Prepare data required to mirror the solution in Teams EV and get it validated with BAU team.
3. Prepare solution design (with targeted number of users) for each site and propose EV design plan for each site.
4. Discuss with SO for design plan and get it validated.
5. Coordinate with SO for required hardware delivery (if any) and PSTN porting (if any).
6. Coordinate with all required teams (Network/ Security) for required changes.
7. Configure (SBC, ATA) wherever applicable.
8. Coordinate with local site for site migration.
9. Create required changes and follow-up for approval
10. Once approved, implement changes
11. Perform UAT and get sign off
12. Prepare runbook and get it validated by SO

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.