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Senior Technical Consultant - UC

Location Mumbai, India
Posted 30-September-2021
about the role

Technical Operational Role: Maintain IP PBX Avaya-RED) and IPT equipment based on SOPs and ensure immediate escalation to competent authority in order to ensure uptimes.
Technical Consultancy Role : Ability to handle Technical escalation role for Global large scale projects.

Key Spoc for

Priority & Major Incident

Problem Tickets

Change & Operation Project Management

Patch & Release Management

Capacity Management

Knowledge management (KEDB)

Getting resolution from Third parties, Vendors and suppliers for fault resolution.

Documentation (POA, RCA, RFC etc) and Operational reports.

Additional responsible for High Level and Low-Level Design Document.

Effective handling of Technical Escalations
Ensure Service Delivery as per agreed SOW / SLA
Troubleshoot High Severity incidents provide appropriate RFO/ RCA.
Mentor & Hand hold L1 and Junior Team member and enhance their performance
Participate in Change management, preventive maintenance, assess Risk and Impact
Take initiatives in learning, certifications & evaluating new Networking Technology & Tools
MIS customer report preparation on technology part
Work & Drive OEM for the escalated tickets
Driving Technical Knowledge Transfers & awareness session on best practices within team by proper training session
Excellent handling of Implementation projects

about you

Rich Hands-on experience of knowledge on Avaya-RED Voice Technology solutionsTelephony & Contact Center Technologies and good experience in administration & maintenance of IPT Solution, Avaya Voice solution, application & adjuncts.

In depth knowledge of Voice Telephony (Legacy & IPT) of Avaya, Contact Center, Unified Communication, Networking, Linux / Windows OS and SQL DB.

Hands on experience (installation and maintenance) on AVAYA-RED and additional experience on CPontact center Products:

Administering and support of Avaya technologies as well as good understanding of IP telephony supporting contact center environment.
Maintain and troubleshoot Avaya S8800 class media servers and G450, G650 media gateways running Avaya Communications Manager R6.2; and CMS in a dispersed voice network that includes multiple call centers
Call Center skills: Avaya Contact Center skills: Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, CMS Supervisor, Moves, Adds and changes, Avaya 1X agent, Avaya IP agent, Modular Messaging.
Maintains advanced telecommunication applications such as CMS, AES, CM8800, Modular Messaging. Execute project work related to the Voice/Telephony support area during service interruptions with minimal supervision.
Detailed knowledge of Avaya Communication 2.x-7.x in a distributed and centralized environment, Avaya Session Manager 6, VoIP (H.323 and SIP) and TDM, CTI applications in a Call Center environment, Avaya Peripheral Gateways, Avaya CMS, Modular Messaging, AES, ACCCM
Product installation and troubleshooting on Avaya Aura Communication Manager, Session Manager, System manager, Avaya Aura Experience Portal (AEP), Application Enablement Server (AES), Avaya Call Recorder (ACR), Avata Call management system and Avaya Voice Portal (AVP) (preferred).
Avaya Gateway G430, G450 and G650 Installation/ Troubleshooting
Knowledge on Protocol H.242, H.323, SIP & UDP/TCP.
Basic Familiarity with Solution Designing of Contact Center solution with HLD/LLD
Working knowledge of ITIL framework and familiarity with ITSM Tools (like Remedy/HPSM/SNOW etc ) .

Effective Troubleshooting, analyzing & managing the critical Incidents, Problem tickets with out of the box thought process
Experience in designing POA for complex Change/Project.
Good knowledge in preparing RFO, RCAs, documentation, Knowledge Bank.
Rich experience in handling of Implementation projects.
Positions will require to work in rotational shifts to support 24 * 7 operations /project assignments

additional information

Avaya Red ACIS Certification (Preferred), ITILV3 Foundation (Preferred).

Knowledge of Cloud Computing and MS Teams.

department Sales & Marketing Asia Pacific

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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