Act as problem investigator and manager to assist an incident management team (per ITIL service model)Assist IPC Tier 1 Engineers and Technicians remotely with technical issues raised through installation and/or service issues.Work with DevOps and Product Engineering to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue.Triage new concerns raised in a timely manner, Escalate issues to appropriate organizations, Participate in incident and problem resolution process based on Swarm methodology, Ensure that all relevant information has been collected and correlated and analyze this data where applicable, When possible, reproduce the fault in the lab and establish protocols for active monitoring of troubled sites, Present results to IPC development team so that changes can be implemented to resolve the concern, Adhere to best practices in incident/issue classification and documentation and time trackingWork with customers and other IPC personnel during the installation and troubleshooting of IPC products and networks.Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deploymentManage and operate team’s lab environmentContinue improving personal technical and product specific skills via company provided training and self-studySupport and coordinate Alpha and Beta releases of IPC products.Work with Sales and Sales Engineering on special applications to meet customer requirementsProvide training to Technicians, Sales, Sales Support and other departments, when necessary.Create installation and troubleshooting documentation, when necessary

Provide installation services and technical support for IPC’s advanced Linux server/network-based telecommunications products in a fast-paced demanding environment servicing the financial community.Level 1 and 2 support of Unigy Systems and Nice NTRs of New York Metropolitan area consisting of more than 200 customers.New projects, upgrades and maintenance of the solutions IPC provides like Unigy, NTR, Agility Devops platform.Logs collection and analysis using splunk and Wireshark.Voip calls troubleshooting and legacy telephony T1s, Media gateways and SBCs

Install and support IPC trading floor system equipment, Cisco PBXs and Nice/Cybertech NTR recorders. Integration of CTI servers in Windows servers, Linux and Unix, network troubleshooting, customer SLA handle, project management, Team leadership. Represented business partners around the globe implementing, supporting and offering consulting services for hired solutions. Responsible for creating technical plans and engaging with customers for better offering solutions that better suits business desires. Served as technical reference and worked closely for younger colleagues training and mentoring.