Track Manager (Support & Operations)

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  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)

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)

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.