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siddappaji sid

@siddappajisid

Lead Administrator at WIPRO LIMITED leading an 8-engineer voice support team across Cisco Unified Communications and contact center technologies.

India

Message

At WIPRO LIMITED, I serve as Domain Lead for a customer account, directing L1, L2 and L3 voice support with a team of 8 engineers. I lead major incident response, maintain technical SOPs and guide change impact and risk analysis.

Earlier at WIPRO LIMITED, I provided L3 support for GSMC Voice Infrastructure and supported a data-center migration of the Aspect Contact Center. My work has also included Cisco CUCM, Expressway, IM & Presence, Avaya, Siemens and voice gateway support, along with production troubleshooting and SQL/MySQL reporting.

Experience

Work history, roles, and key accomplishments

Current

Lead Administrator – Network Voice

Current

Wipro Limited

Mar 2025 - Present (1 year 8 months)

Serve as Domain Lead for a dedicated customer account, leading a team of 8 engineers and providing oversight across L1, L2 and L3 support. Own technical direction, workload alignment, and service delivery, while coaching engineers and managing major incidents.

Cisco Unified Communications Manager (CUCM)Cisco IM And Presence (Jabber)Cisco Expressways Cisco Grandstream IP Telephony VoIP Major Incident Management ITIL Technical Leadership Team Management Customer Management SOP Development Risk Analysis Change Management

System Engineer – L3

Wipro Limited

Jul 2021 - Feb 2025 (3 years 7 months)

Provided L3 support for GSMC Voice Infrastructure, handling customer issues, advanced troubleshooting, and root-cause analysis. Supported Aspect Contact Center versions 7.3 SP3 and 7.4 SP1, including production incidents and application-level troubleshooting.

Aspect Contact Centre IVR M3 Designer Replication Troubleshooting Root Cause Analysis UCC URM RTR Call Recording SQL

Administrator – L2

Wipro Limited

Nov 2018 - Jun 2021 (2 years 7 months)

Provided L2 support for GSMC Voice Infrastructure, handling incidents, service requests, changes, problems, and technical troubleshooting. Supported Cisco CUCM, Avaya CM, Nortel CM, RightFax, Proteus billing, and Myna Recorder platforms.

Administrator – L1

Wipro Limited

Jun 2015 - Oct 2018 (3 years 4 months)

Provided L1 support for GSMC Voice Infrastructure, progressing through multiple voice and collaboration technologies. Performed health checks on voice gateways and other Cisco devices, and configured IP phones, Hunt Pilots, and Calling Search Spaces in CUCM.