Sr Technical Lead (Support & Operations)

Job Summary

Experience 

4–8 Years 

Role Summary 

Provide Level 2 operational support for the Avaya Unified Communications environment, including Avaya Aura CM, System Manager, Session Manager, CMS, SBC, G450 Gateways, AADS, Verint Recording, SIP Trunks, ISDN PRI, Remote Worker solutions, etc. and the Zoom video conferencing environment. Responsible for incident resolution, user administration, system monitoring, troubleshooting, change implementation, vendor coordination, and ensuring high availability of enterprise voice services.

Key Responsibilities

Key Responsibilities 

Support Avaya Aura UC on prem platform- Call Manager (CM), System Manager (SMGR), Session Manager, CMS, SBC, G450 gateways, AADS, SAL, Policy Manager. 

Troubleshoot telephony, SIP trunk, ISDN PRI, and remote worker issues. 

Support Avaya Workplace and Telephony Endpoint Administration. 

Perform user provisioning, station administration, VDN/vector changes, call routing and hunt group management. 

Coordinate with telecom carriers for circuit and trunk-related incidents. 

Support Verint call recording platform and integration issues. 

Support Zoom Video Conferencing Infrastructure (Zoom SaaS Platform) 

Support Zoom Rooms 

Conduct RCA for recurring or critical incidents. 

Work on INC tickets and ensure the timely closure (withing SLA) 

Participate in problems and change management processes. 

Maintain operational documentation and reports- Prepare/update SOPs, KB, Runbook and operations support documents.  

Skill Requirements

Primary Skills 

Avaya Aura CM, SMGR, Session manager, CMS. 

Avaya SBC 

G450 Gateway 

AADS, Policy Manager 

Verint Recording 

SIP Trunks and ISDN PRI 

Avaya Workplace / Remote Workers 

TCP/IP and VoIP fundamentals 

Good understanding of network basics.  

ITIL Processes 

Secondary Skills 

Zoom Video Conferencing Support- Zoom Saas 

Zoom Room- Poly/HP Studio Zoom Rooms. 

Cisco Vendor Conferencing- CUCM, VCS, Codecs 

Event & meeting support 

Trading Phone System-Cloud 9 (SaaS) 

Other Requirements

Automation Skills 

Scripting skills using PowerShell or Python, or Shell Scripting to automate operational and administrative tasks. 

Good to have developing and maintaining automation workflows, reusable playbooks, and Infrastructure-as-Code (IaC) solutions to improve operational efficiency and reduce manual effort. 

Support coverage: 24X7 

 Participate in shift-based support, on-call rotations, and major incident management activities to meet SLA commitments.