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Senior Technical Support Engineer

Date:  Dec 28, 2021

Hydeabad, TG, IN

Requisition ID:  30850

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.

Job Information

Job Code: 00255942

Job Family: Services

Job Function: Services Engineering

About the Opportunity

Looking for T3 Engineer to support Avaya UC & CC solution for our Private Cloud & Managed Services customers, providing proactive support services. Excellent written and verbal communication skill. He/she should be to work in rotational shift which may include night shifts. Minimum 5 years of experience working on Avaya UC, CC products. Avaya certifications will be added advantage

About the Requirements

•    Perform backups management tasks, carry out Health checks activities, perform proactive/preventative reboots, restarts on various Avaya UC and CC devices
•    Work on generating monthly/quarterly Capacity reporting, monitoring licenses, ports usage on customer’s Avaya UC and CC devices and provide recommendations accordingly
•    Should be able to join customer calls and explain on various requirements, provide proactive recommendations, seek maintenance window, and take actions needed for backups, reboots, and capacity reporting
•    Carry out recurring Password management activities for various Avaya CC and UC products.
•    Collaborating with other functions like Incident Management, Release Management and Service transition teams
•    Carry out day-2 acceptance checks
•    VMware virtualization and storage concepts

About You

Technical Skill required: 
(Hands-on experience in any of the below Avaya UC/CC products)
Avaya Aura Communication manager
Media Gateways, 
Avaya Aura SM/SMGR, 
Avaya Aura Media Server (AAMS)
Avaya Aura conferencing (AAC)
Avaya Aura Experience Portal (AAEP/VPMS, MPPs)
Avaya Aura Messaging
Avaya WFO components
Basic knowledge on Linux, shell scripting
Knowledge and experience on protocols (TCP/IP, UDP, VOIP, SIP, H.323, ISDN)    
Good understanding of Cloud environment- Private, Public, Hybrid, UCaaS, CCaaS
Good Understanding of VMware, Esxi host, storage 

Candidate Requirements:
•    Bachelor’s degree in Engineering/MCA
•    5-9 years of hands on experience on Avaya products
•    Strong team player with service-oriented attitude and a keen focus on enhancing customer experience, Self-motivated, takes initiative, assumes ownership, and perform tasks with minimal supervision
•    Make sure SLA compliance are met as per agreement with Avaya/Customer
•    Adhere to defined process and to maintain work quality
•    Effective communication – written and verbal with all internal/External stake holders
•    Provide remote support during planned maintenance activities
•    ACIS, ACSS, ITIL, certifications would be a plus
•    Desired to have basic scripting knowledge, and able to automate simple tasks
•    Flexible to work in staggered shifts, where weekly offs are not Saturday and Sunday, rotational shifts in 24*7 support model



5 - 10 Years of Experience


Bachelor degree or equivalent experience in Computer Science or Electrical Engineering


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).