Senior Technical Support Engineer - Unified Communications

About Avaya

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Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.

The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.

Job Information

Job Code: 00255942

Job Family: Services

Job Function: Services Engineering

Function: Avaya Enterprise Cloud, Managed Services, Maintenance Services

Location: Bangalore

Reports To: Operations Manager

Role Type: Individual Contributor

About The Opportunity

An individual contributor who provides expert post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities Acts as the SME for complex issues and is the internal representative in critical escalations. Proactively reviews customer networks and determines where there may be issues by using multiple combined SW / HW components or cross multiple platforms using multiple protocols. Works with management and teams to implement. Displays expertise in industry protocols, solutions and customer situational management. Independently works on problems of diverse scope. May include mentoring lower-level engineers, project management.

About The Responsibilities

• Contribute significantly to client satisfaction and interface with clients with defined tasks. Customer communication and satisfaction are the highest priority.
• Manage Service Request, Incident, Problem and Change Management requests remotely to Global Avaya Maintenance Service, Managed Service and Cloud accounts meeting SLA compliance.
• Follow prescribed escalation policies to ensure customer outages are resolved with the appropriate time frames. Expected to be process oriented following ITIL practices.
• Mentor team members based on skill and experience.
  
  

Experience

About the Requirements

• Previous exposure supporting global customers, working in 24*7 environment
• Experience working in a Maintenance Service, Managed Service and/or Cloud environment would be preferred
  
  

Skills & Competencies

• Prior Avaya, exposure in serving Global Customers
• Preferred experience with IPO products -SMB, 500v2,500v2a, server edition, UCM, expansion modules, application servers, media manager, Voicemail pro, User portal, One x portal {Certification in IPO is a value add}
• Communication Manager 5x, 6.x, 7.x and 8.x 10.x
• AVAYA media Gateway, Media Server, G350, G450, G650
• System Platform
• System and Session manager
• Avaya Virtualization Platform/ESXi VMWARE
• CMM 5.x, 6.x, 7.x
• AVAYA endpoints 2600, 4600, 9600 and J Series, Conference endpoints, Softphone ONE-X, ONEX-CES, Equinox, Workplace, etc.
• Servers HP ProLiant DL360/g7, g8, g9 and g10, IBM system 3550M2 M3 and M4, Dell R610/20 /30 /40, ACP
• Session Border Controller (SBC)
• Knowledge or familiarity with physical layer testing standards for DS0’s & DS1’s
• Linux red hat distributions
• ITIL knowledge and certification would be an asset
• In-depth Understanding of Session Initiation Protocol (SIP)
• Demonstrate understanding of Avaya Aura (CM, System Manager, Session Manager)
• Demonstrated Oral & Written Communication skills & Team Player.
• Advanced Troubleshooting skills with knowledge of Wireshark, network sniffs, etc
  
  

Preferred Experience

3 - 7 years of relevant experience

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).