Track Manager (Support & Operations)

Job Summary

Provide Level 3 operations support for the Avaya Unified Communications platform, including Avaya Aura CM, System Manager, Session Manager, CMS, SBC, G450 Gateways, AADS, Verint Recording, SIP Trunks, ISDN PRI, and Remote Worker solutions. Responsible for complex troubleshooting, major incident management, root cause analysis, architecture review, upgrades, migrations, performance optimization, capacity planning, and technical escalations. Drive service improvements, define operational standards, and act as the escalation point for enterprise voice and collaboration services.

Key Responsibilities

Key Responsibilities 

Act as the technical escalation point for the Avaya UC platform.  

Troubleshoot complex issues involving Avaya CM, Verint recording, call routing, SIP signaling, SBC, gateways, recording, and remote worker connectivity.  

Design, implement, and optimize dial plans, routing policies, VDNs, vectors, and trunk configurations.  

Perform system upgrades, patches, migrations, and security remediation.  

Lead RCA and problem management activities for major incidents.  

Support DR testing, capacity planning, and platform health reviews.  

Work with telecom providers, Avaya TAC, and third-party vendors on critical escalations.  

Develop automation, operational standards, and technical documentation.  

Mentor L1/L2 engineers and provide technical leadership. 

Support Zoom Video Conferencing Infrastructure platform (Zoom SaaS) 

Skill Requirements

Primary Required Skills 

Expert knowledge of Avaya CM, SMGR, Session Manager, CMS  

Strong troubleshooting of SIP, SBC, ISDN, and VoIP networks  

Experience with G450 Gateway, AADS, and Verint Recording  

Deep understanding of dial plans, vectors, VDNs, and call routing  

Packet analysis using Wireshark and SIP traces  

  ITIL Incident, Problem, and Change Management 

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

Support video conferencing Zoom Room infrastructure.  

 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.  

Automation Skills 

Automation skills to automate the workflow the Avaya US and Zoom, Cisco video conferencing infrastructure.  

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.