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Technical Support Manager w/ TS Clearance - Remote U.S.

Date:  Jun 26, 2022
Location: 

Fairfax, VA, US

Requisition ID:  32902

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

ABOUT THE OPPORTUNITY

All applicants must already be located  in the U.S. and must be a U.S. Citizen.  Must already have or be able to obtain Top Secret Security Clearance.  Role is remote but applicant must be located in a commutable distance to Fairfax, VA.

We are seeking a Technical Support Manager for a large, complex program that includes installations and/or systems additions in austere environments for a legacy customer. The successful candidate will provide technical subject matter expertise to Avaya systems and is directly accountable for the installation team’s success. The successful candidate will be responsible for the coordination and oversight of all technical project activities to include, but not limited to:  overseeing the creation of project plans, resource scheduling and deconfliction, 24 hour a day reach back support while teams are deployed, training installation teams in new Avaya technologies, provide customer technical support and guidance, and provide technical guidance to the Program Manager.

To be successful in this role you will be/have provide expert level support to field technicians installing phone systems in austere environments while maintaining competency in new and current Avaya technologies. 

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ABOUT THE RESPONSIBILITIES

  • Serve as the primary technical expert to the Avaya team and customer;
  • Work with limited guidance on projects providing technical expertise;
  • Mitigate a diverse set of technical requirements based on project requirements;
  • Develop and maintain technical artifacts related to installations, provide change management plans, be able to read and update design documentation if needed, and provide input to scheduling;
  • Interface with the sales engineer and sales team to ensure customer requirements and needs are met;
  • Act as a technical expert and resource to the program management team.

ABOUT THE REQUIREMENTS

EXPERIENCE
 

Proven and experienced technical background required in Avaya technologies

Must have extensive knowledge in the Avaya Aura technology suite and familiarity with field installations

Should have knowledge in the development and execution of project plans and be able to adjust project scope if required by the customer

Some familiarity with project management a plus

CS1K and IP Office knowledge a plus as well. 

 

SKILLS & COMPETENCIES
 

Avaya Aura technology suite experience

Must have some knowledge of project management best practices and Federal government project implementation experience

May be asked to be available during non-typical business hours supporting projects taking place in foreign countries

MS Project and Excel familiarity

Must be trusted to work alone but have the emotional intelligence to reach out if a problem is outside the candidate’s skillset  

Be able to work well with technical field resources to ensure success of projects

May be required to participate in some team management supporting technicians when they travel

Must have or be able to obtain a Top Secret clearance required by the customer

ADDITIONAL INFORMATION

Full time salaried position with bonus potential.  Typical work hours are 40-hour weeks but may be asked to support projects being implemented overseas and would require availability to provide remote support.  May also be required to attend meetings in the Springfield VA area on occasion.  Travel opportunities are limited but not completely out of the question if a project required onsite support. 

 

EDUCATION/QUALIFICATION
 

BA/BS and 5-8 years experience or 9-12 years of commensurate exp

Certifications in Avaya technologies

Certifications or familiarity with other industry leader technologies a plus

Must have or be able to obtain a TS (Top Secret) security clearance

COMPENSATION - SECTION PERTAINS TO COLORADO APPLICANTS ONLY

   (Colorado only*) Minimum salary of $91,700 + bonus + benefits.

  • Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).


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