JPMorgan Technology Operations - Session Border Controller- 

India, Karnataka, Bengaluru 

908184721

As a member of our Enterprise Voice and Video Infrastructure Support team, your endless curiosity about technology will help you propel innovation and your career. Working in a team of highly motivated people like you, you’ll work with customers and be accountable for production incidents, problems, change management, internal and external communications, lifecycle management, and product evolution. You’ll help develop functional goals and priorities that align with our overall strategy. You’ll collaborate with our talented and dedicated problem-solving technologists across the JPMorgan Chase & Co. global network.

Job responsibilities

• Overseeing the support and business as usual tasks of the Cisco Call Manager, Cisco Unity and Cisco Voice routers,
• Handle incident and service requests and resolve within the agreed Service Level Agreement.
• Diagnosing faults and providing complete resolution to customer satisfaction.
• Act as a point of contact for all customer escalations.
• Perform administration, configuration of Cisco and Ribbon System.
• Ensure asset management and inventory are kept up to date.
• Proactively manage open incidents, provide regular updates on status.
• Work with Cisco/ and or partners (within customer subject matter experts and Cisco Tier 3 engineering to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue).
• Prepare and produce root cause analysis reports.
• Participate in 24/7 support and on-call rotation, including incident management duties.

Required qualifications, capabilities, and skills

• Formal training or certification on Technology Operations concepts and 3+ years applied experience
• Equivalent with minimum 4-6 years of experience.
• Current knowledge of telephony PBX environments, dial plan schemes, trucking, reporting of usage and capacity metrics.
• Hands-on experience in application architecture and design patterns (hands on experience with Sonus/Ribbon SBC, CUCM, KANDY, etc.)
• Industry experience in Information Technology with a specific emphasis on SIP Networks and interoperability with blended technologies, including integration into desktop solutions.
• Advance knowledge in VoIP transport, such as H.323, SIP, call admission and control mechanisms, integration of cross platform technologies, centralization of call processing and network policy enforcement
• Working experience with protocols such SIP, H.26x, WebRTC, SIPRec, Networking Routing Protocols, Linux, etc.
• Knowledge of one specific infrastructure technology and basic programming languages or database management systems (Java, PERL, Python)
• Working knowledge on Monitoring Tools such as Splunk, netcool, sevone, empirix.
• Basic to intermediate knowledge on ITIL, DevOps and Site Reliability Engineering methods and/or hands on experience.
• Excellent verbal, written and presentation skills .Experience in a large global enterprise using Agile methodology in a DevOps environment supporting telephony technology on virtual and cloud server platforms.

Preferred qualifications, capabilities, and skills

Good knowledge on Cisco Call manager / Cisco Unity Connection and Cisco UCXX , Zoom Cloud and Ribbon SBCs