Valentin Ormankov

Team Captains are Cisco culture champions and demonstrate exceptional process & soft customer management skills. They guide and mentor engineers in Team Groups from customer interaction and troubleshooting approach, to navigating political issues. Team Captains are trusted advisors and go to point-of-contact within the team when internal or external conflicts arise. The Team Captain works closely with its peers and managers to set and agree on expectations of the Engineers.

Main resposibilites:

• Lead a team of Cisco engineers, providing direction and guidance.
• Queue Monitoring & Team Availability.
• Escalation point of contact.
• Delegate tasks and responsibilities across the team, ensuring efficient resource allocation.
• Conduct regular team backlog reviews for resolution and optimization.
• Foster a collaborative and innovative team culture by encouraging knowledge sharing, mentoring, and professional development.
• Act as the primary point of contact for the team, coordinating with internal stakeholders, management, and external clients.
• Monitor team performance and offer constructive feedback for continuous improvement by conducting weekly meetings with teams.
• Manage complex technical or sensitive cases to expertly drive them to resolution within the team, across technologies, vendors, or across customer-facing organizations within Cisco.

The Cisco Voice & Collaboration Engineer specializing in Jabber will be responsible for designing, implementing, configuring, and supporting Cisco voice and collaboration solutions, with a primary focus on Cisco Jabber. The role involves working on Unified Communications (UC) platforms, ensuring seamless integration of voice, video, messaging, and collaboration tools to enhance the productivity and communication capabilities of end users. The ideal candidate will have extensive hands-on experience with Cisco Jabber, Unified Communications Manager (CUCM), and other related technologies, with the ability to troubleshoot and optimize these systems for optimal performance.

Main responsibilites:

• Serve as first line of technical support and manage requests based on their origin and level of priority within established service level agreement (SLA) via phone, email or chat rooms.
• Process, investigate, and respond to escalations to ensure customers’ issues reported via all channels are resolved to client’s satisfaction.
• Investigating errors and logs and providing in-depth analysis for both clients and internal departments.
• Escalating tickets internally towards leadership, higher level of support, backbone, developers and cross-technology teams.
• Responding to various technical problems in real-time troubleshooting sessions on daily basis within Webex Teams, MS teams and other platforms.
• Continuously keep yourself up to date with device and software releases, defects and bugs, internal documentation and processes.
• Contribute to team performance by meeting team and company KPIs.
• Any other tasks as assigned by management.

• Providing first level of customer and technical support over +30/50 daily calls consistently meeting productivity and quality targets.
• Properly escalating unresolved queries to next level of support.
• Arranging deliveries across United Kingdom regarding technical equipment.
• Providing information on matters related to internet, telephone and television queries.
• Making follow up outbound calls to customers in regards of outgoing issues
• Taking part in training programs.
• Arranging appointments for engineers to provide resolution to technical faults.