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Senior Manager - Private Cloud and Managed Services

Date:  Jun 8, 2021

Hyderabad, TG, IN

Requisition ID:  30410

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

Avaya Global Services is looking for an experienced Services leader to join us as a Senior Manager, PCMS. For this role you will need expertise in Contact Center Services, Unified Communications Services, UCaaS, CCaaS, Cloud Migration and Third-Party Software Integrations. Typically supervises up to 50 Remote Support Engineers through reporting supervisors. Oversees the technical support of company customers by Managers, remote engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex, sophisticated, software systems/applications, or networking systems. Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. 

About the Responsibilities

•    Work with Support leaders to benchmark, identify, implement and measure support as well as business related metrics. 
•    Manage your team’s performance to ensure all KPIs and Service Level Agreements are met. 
•    People management including hiring, goal setting mentoring and progressive discipline. 
•    Ensure effective workforce planning, skills and resources to enable support of expected Customer needs and call volumes. 
•    Where necessary, lead and engage cross-functional teams, domestically and/or regionally to share and engage technical expertise and experience to support the timely delivery of business and customer needs. 
•    Build strong technical expertise and capability within the team. 
•    Develop and deliver key initiatives to improve business processes and customer service delivery 
•    Assist in the development and implementation of judicious plans initiatives and direction
•    Manage escalations for all technical & procedural issues on incident management, problem management, implementation, change & release management. 
•    Lead the engagement of all parties necessary to ensure the timely management, communication and address of Customer concerns, escalations and issues 
•    Act as liaison between technical support team, cross functional departments and engineering staff 
•    Ensure the Cloud Platform & Services are designed and implemented to support Private cloud infrastructure initiatives and are aligned with the overall business strategies and priorities.
•    Demonstrate hand-on knowledge of Private Cloud Computing. Designing, Provisioning and administration using best practices for enterprise customer across multiple cloud offering (Amazon Web Services and/or Azure).
•    Ensure all technical procedures (SOP’s, Configuration, run books) are documented and updated and are contributing to the maintenance of operational standards.
•    Automation of infrastructure services and system administration task where ever possible
•    Lead the customer facing Cloud Infrastructure & operations with high availability, superior performance and 24x7 support.

About the Requirements

•    16+ years’ experience managing complex Cloud & IT infrastructure and Operations and working with high demand Engineering and customer organizations.
•    Experienced with managing services hosted and supporting large complex global infrastructure spanning across multiple data center. Experience in delivering secure cloud UCaaS, CCaaS solution on AWS, Azure
•    TCP/IP, Session Initiation Protocol, H.323.
•    Demonstrate strong Avaya competencies of Simplicity, Accountability, Teamwork, Trust and Empowerment.
•    Excellent communication skills
•    Proven record of building high performing teams.
•    ITIL Trained/Certified
•    Must at least have a Bachelor Degree in Engineering (Computer science or related technical field)/MCA or equivalent experience.
•    MBA is a plus



15+ Years of Experience


Bachelor degree or equivalent experience


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).