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