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Technical Support Manager Lead - Private Cloud and Managed Services

Date:  Sep 3, 2021

Hyderabad, TG, IN

Requisition ID:  30415

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

About the Opportunity:

Avaya Global Services is looking for an experienced Services leader to join us as a Technical Support Manager Lead, 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 35 Remote Support Engineers. Oversees the technical support of company customers by 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. Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. 

About the Responsibilities

•    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 wherever possible
•    Lead the customer facing Cloud Infrastructure & operations with high availability, superior performance and 24x7 support.
•    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. 
•    Manage escalations for all technical & procedural issues on incident management, problem management, implementation, change & release management.
•    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. 
•    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 

About the Requirements:

•    12+ 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
•    AVAYA Aura Core Session Manager/endpoints/Communication Manager, Avaya Gateways G700/G450, S83xx,84xx,85xx,87xx,88xx, one-X products, Avaya Aura Messaging, AVP, Avaya Control Manager, WFO, ACR, CMS, AES,AADS, Presence Services, Utility Server, Avaya Experience Portal, IX Messaging.
•    TCP/IP, Session Initiation Protocol, H.323.
•    Demonstrated ability to assign recurring tasks and to utilize metrics to measure effectiveness.
•    Demonstrate strong Avaya competencies of Simplicity, Accountability, Teamwork, Trust and Empowerment.
•    Excellent communication skills
•    ITIL Trained/Certified
•    Must at least have a Bachelor's degree in Engineering (Computer science or related technical field)/MCA or equivalent experience.




12+ 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).