SME Cisco Unified Communications

Job description

Scope of work : 1. Project Coordination and Preparation Collaborate with various JPMC teams to gather all necessary information and requirements for CUCM upgrades and migrations. Ensure all migration prerequisites are completed and the environment is ready well before the scheduled migration dates. 2. Migration / Upgrade Preparation and Participation Actively participate in migration / Upgrade preparation activities, including attending daily migration sessions via persistent chat and conference calls. Stay engaged with project teams to address any pre-migration concerns or dependencies. 3. Migration and Upgrade Support ESXi upgrades followed by CUCM / CUC and UCCX Upgrades Provide comprehensive Day 1 and Day 2 support for all migrations and upgrades conducted over weekends. Offer technical assistance and troubleshooting during and immediately after migrations to ensure smooth transitions. 4. Issue Resolution and Ticket Management Address and resolve daily migration-related issues received via email or Persistent chat Follow up with clients to ensure proper requests are submitted through ServiceNow (SNOW) for all tasks performed. 5. Ongoing Support Deliver support for all migrations and upgrades, including post-migration monitoring and troubleshooting. ( Migrations / Upgrades will happen on weekends ) Provide on-call support for any issues raised during migrations, both during business hours and after hours, to ensure minimal disruption to operations. Key Responsibilities 1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Applying On-Premise Cisco Collaboration Best Practices To Meet Sla Requirements. 2. Mentor Administrators And Team Members Through Value Addition Activities, Such As Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Enhance Operational Efficiency. 3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Actively Participating In Capacity Planning Sessions To Align Resources With Demand. 4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand And Address Issues, Facilitating Effective Communication That Leads To Increased Satisfaction. 5. Conduct Thorough Validations And Analyses, Such As Root Cause Analysis And Trend Analysis, To Produce Insightful Reports That Drive Performance Improvements And Inform Key Business Stakeholders. Skill Requirements Scope of work : 1. Project Coordination and Preparation Collaborate with various JPMC teams to gather all necessary information and requirements for CUCM upgrades and migrations. Ensure all migration prerequisites are completed and the environment is ready well before the scheduled migration dates. 2. Migration / Upgrade Preparation and Participation Actively participate in migration / Upgrade preparation activities, including attending daily migration sessions via persistent chat and conference calls. Stay engaged with project teams to address any pre-migration concerns or dependencies. 3. Migration and Upgrade Support ESXi upgrades followed by CUCM / CUC and UCCX Upgrades Provide comprehensive Day 1 and Day 2 support for all migrations and upgrades conducted over weekends. Offer technical assistance and troubleshooting during and immediately after migrations to ensure smooth transitions. 4. Issue Resolution and Ticket Management Address and resolve daily migration-related issues received via email or Persistent chat Follow up with clients to ensure proper requests are submitted through ServiceNow (SNOW) for all tasks performed. 5. Ongoing Support Deliver support for all migrations and upgrades, including post-migration monitoring and troubleshooting. ( Migrations / Upgrades will happen on weekends ) Provide on-call support for any issues raised during migrations, both during business hours and after hours, to ensure minimal disruption to operations. Other Requirements Scope of work : 1. Project Coordination and Preparation Collaborate with various JPMC teams to gather all necessary information and requirements for CUCM upgrades and migrations. Ensure all migration prerequisites are completed and the environment is ready well before the scheduled migration dates. 2. Migration / Upgrade Preparation and Participation Actively participate in migration / Upgrade preparation activities, including attending daily migration sessions via persistent chat and conference calls. Stay engaged with project teams to address any pre-migration concerns or dependencies. 3. Migration and Upgrade Support ESXi upgrades followed by CUCM / CUC and UCCX Upgrades Provide comprehensive Day 1 and Day 2 support for all migrations and upgrades conducted over weekends. Offer technical assistance and troubleshooting during and immediately after migrations to ensure smooth transitions. 4. Issue Resolution and Ticket Management Address and resolve daily migration-related issues received via email or Persistent chat Follow up with clients to ensure proper requests are submitted through ServiceNow (SNOW) for all tasks performed. 5. Ongoing Support Deliver support for all migrations and upgrades, including post-migration monitoring and troubleshooting. ( Migrations / Upgrades will happen on weekends ) Provide on-call support for any issues raised during migrations, both during business hours and after hours, to ensure minimal disruption to operations. Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 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. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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