Job Summary:

We are seeking an experienced HCS Operation Support Engineer to support and maintain Cisco Hosted Collaboration Solutions (HCS) within a telecom operator environment. The role involves 24x7 operational support, troubleshooting, and maintenance of Cisco Unified Communications platforms, ensuring high availability and performance of IP telephony services.

Key Responsibilities:

• Provide 24x7 operational support and participate in on-call rotations for incident management.

• Perform implementation, administration, and maintenance of Cisco HCS platform (10.x).

• Manage and troubleshoot Cisco UC components including CUCM, Unity Connection, IM & Presence, and Expressway.

• Handle Session Border Controllers (SBC – ASR 1000 series) and voice gateway configurations.

• Support IP Telephony services, including dial plans, PSTN integration, and call routing.

• Perform hardware and software management, patching, and system upgrades.

• Manage virtualized environments (VMware) and Cisco UCS infrastructure.

• Monitor system performance, perform root cause analysis (RCA), and ensure timely resolution of incidents.

• Coordinate with Cisco TAC / vendor support teams for critical issues until resolution.

• Participate in Change Advisory Board (CAB) meetings and execute approved changes.

• Maintain system backups, configurations, and documentation.

• Collaborate with internal teams (Operations, Engineering, and Business units) for service improvements.