Sr Technical Lead (Support & Operations)

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.

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.

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)

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  Scripting skills using