Track Manager (Support & Operations)

Provide Level 3 support for enterprise AVVC platforms, including Zoom Rooms, Cisco Collaboration, Microsoft Teams Rooms, Poly systems, Q-SYS, Crestron, and Extron technologies. Responsible for complex troubleshooting, major incident management, RCA, solution design, platform upgrades, integrations, lifecycle management, and driving service improvements across large-scale meeting room environments. Lead technical escalations and mentor L1/L2 support engineers.

Act as SME for Zoom, Cisco, Poly, Crestron, Extron, and Q-SYS platforms.   Lead technical escalations and major incident management.   Design, implement, and optimize AVVC solutions and meeting room standards.   Perform upgrades, migrations, lifecycle management, and capacity planning.   Troubleshoot complex interoperability, codec, DSP, and network issues.   Drive RCA, operational excellence, and technology roadmaps.   Mentor L1/L2 engineers and provide technical governance.  Work on Zoom workflow automations and API setup.  Work on INC and timely closure.

Primary Required Skills  Expert administration of Zoom & Cisco Video conferencing infrastructure    Poly Studio X52, X72, G7500, G62   Cisco Collaboration (CUCM, Expressway, Webex, Rooms)   Microsoft Teams Rooms   Q-SYS Core & Designer Platform   Crestron Programming & AV Control Systems   Extron AV Switching & Control   Audio DSP Technologies (Q-SYS, Biamp, Shure, Sennheiser)   SIP, H.323, RTP and Video Conferencing Protocols   AV Architecture & System Integration   Network Troubleshooting, QoS & Media Optimization   RCA, Problem Management & Service Improvement   OEM/Vendor Escalation Management  PowerShell or Python, or Shell Scripting to automate operational tasks  Review & updates the operations documents.   Secondary Skills  IP Telephony.

Automation Skills  Automation skills to automate the workflow Zoom and Cisco VC infrastructure. Scripting skills using PowerShell or Python, or Shell Scripting to automate operational and administrative tasks.    Support coverage: 24X7   Participate in shift-based support, on-call rotations, and major incident management activities to meet SLA commitments.