Technical Support Senior Manager

Date:  Apr 14, 2024

Mexico City, MEX, MX

Requisition ID:  36354

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. 
Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. 
The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated, and different perspectives are embraced. Learn more at

Job Information

Job Code: 00053101

Job Family: Services

Job Function: Services Engineering

Short Description

Typically supervises up to 75 Remote Support Engineers through reporting supervisors. Plans and directs field post-sales remote support activities. Functions as advisor on projects assigned to the organizational unit; conducts customer and management briefings concerning operational decisions, scheduling requirements or contractual clarification. May have responsibility for revenue generation through sales of software/support services, consulting, and/or add-on applications. Work is performed with minimal direction and reviewed by senior management. Anticipates and identifies complex business needs and recommends solutions to complex problems.



•    Global Business Operations, Services CALA
•    Core responsibilities Management of Service Delivery Team in Mexico as part of CALA Region
•    Day-to-day activities: Provides day-to-day supervision of assigned personnel and accounts to ensure good customer relations and a constantly high level of customer satisfaction is maintained. Serves as Management Escalation point of contact for Managed Services and Global Support Services accounts in Mexico and in CALA Region. Interact with interna Managers of Support (Backbone, T4) as a follow up of customer´s escalations. Review and report monthly overtime report of associates subject to report overtime. Review SDM, DTO, SD, utilization reports into internal tools. Support preparation of executive reports for internal and external parties. 
•    How the position fits within the organization: As a Sr. Services Manager CALA, this position represent a management point of escalation both internally and for customers in Mexico and CALA Region.


•    Previous experience & knowledge (essential) Experience as People´s Manager. Develops and maintains positive customer relations by ensuring that customer requests are handled appropriately and in a timely manner.  Experience in managing and reviewing Key Performance Indicators (KPIs). Able to work in a fast pace technical environment. Able to manage Customer´s escalations as well as internal executive escalations/requirements. Familiar with executive presentations, willing to interact with Sales groups on new Business opportunities. Desirable experience: Familiar with Avaya´s solutions. 
•    Hard & technical Skills (essential & desirable) Familiar with Contact Center environments/solutions. Technical skills on VoIP solutions. Works with limited guidance on projects within defined criteria
•    Soft skills & personality Traits. Provides solutions to a diverse range of moderately complex problems. Will provide supervision for up to +60 Associates. Responsible for providing post sales support to both services personnel and customers in a specified area.
•    Qualifications, certifications, education or alternative expected Typically requires 3 - 6 years of experience and a bachelor’s degree or equivalent experience.






7 - 10 Years of Experience


Bachelor degree or equivalent experience

Preferred Certifications


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 and applicable Privacy Statement relevant to this job posting (accessible at