NTT DATA seeks passionate and innovative individuals to join our dynamic team. As a Tcom - Network Support Analyst, you will play a crucial role in resolving advanced network issues and ensuring the smooth operation of our communication systems. We are committed to fostering an inclusive and forward-thinking environment where you can grow your career.

This role offers a path for career progression, moving from L2 UC & Video Engineer to L3 Collaboration Specialist, and eventually towards UC Solution Architect or Subject Matter Expert. Opportunities for advanced certifications and automation expertise are also available.

Your core responsibilities will include advanced incident and problem resolution for Unified Communications (UC) and Video Conferencing (VC) systems, performing root cause analysis, and implementing corrective actions. You will administer key Cisco UC platforms such as CUCM, Unity Connection, and Cisco Emergency Responder for user configurations and voicemail setup. Additionally, you'll manage SIP trunks, gateways, and SRST for remote sites.

You will also be responsible for supporting Cisco Webex video endpoints, conducting health checks, and troubleshooting video quality and scheduling integrations. Monitoring UC and VC systems, generating performance reports, and utilizing call accounting tools are also key duties. You will implement approved changes and software updates, develop and maintain Knowledge Base articles and SOPs, and collaborate with vendors for issue resolution.

To excel in this role, you should possess hands-on experience with Cisco UC platforms like CUCM, Unity Connection, and Cisco Emergency Responder. Experience administering Cisco Webex devices and Control Hub is essential, with Microsoft Teams Rooms knowledge being a plus. A strong understanding of VoIP protocols such as SIP, RTP, and H.323, along with dial plan logic (E.164, NANP), is required.

Working knowledge of voice gateways, CUBE, Session Border Controllers, and SRST configuration is necessary. Familiarity with ITIL incident and change management processes is also expected. While not strictly required, experience with call accounting tools, legacy PBXs, and basic automation skills in PowerShell or Python are beneficial. Excellent debugging, troubleshooting, and communication skills are vital for this collaborative role.