IT Operations Analyst - Executive Briefing Center (EBC) Support

About Avaya

Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity™ platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections – with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.

Learn more at https://www.avaya.com

Description

The IT Operations Analyst – EBC Support is a highly visible role responsible for delivering seamless, executive-grade technical experiences for Avaya’s Executive Briefing Center engagements.

This individual will ensure all EBC environments, demo platforms, collaboration tools, and supporting desktop infrastructure of windows and Mac, operate flawlessly before, during, and after executive and customer briefings. The role requires strong operational discipline, executive presence, and the ability to coordinate across Infrastructure, Enterprise Apps, Security, and Product teams.

This is not a traditional helpdesk role — it is a precision execution role operating in high-visibility, time-sensitive environments.

Description

• Own end-to-end technical readiness for EBC sessions (onsite in New York and virtual)
• Ensure demo environments, collaboration platforms, networks, AV systems, and integrations are tested and production-ready
• Provide live technical support during executive leadership calls and customer briefings.
• Rapidly troubleshoot and resolve issues with minimal disruption.
• This work location includes the New York office and Morristown.
  
  

Environment & Platform Management

• Maintain and monitor EBC demo environments (cloud and on-prem where applicable)
• Coordinate with Enterprise Apps, Infrastructure, and Product teams for environment updates and patching
• Ensure version control, demo data hygiene, and configuration consistency
• Maintain runbooks and readiness checklists.
• Will be part of the Desktop support team.
  
  

Cross-Functional Coordination

• Partner with Sales, Product, Marketing, and IT teams to understand session requirements
• Act as the technical liaison between EBC stakeholders and core IT teams
• Escalate and manage critical issues with urgency and clarity
  
  

Operational Excellence

• Develop standard operating procedures for EBC technical readiness
• Implement monitoring and health checks for demo environments
• Drive continuous improvement in reliability and responsiveness
• Maintain documentation and post-session reports as needed

Requirements

• 5–8+ years of experience in IT Operations, Infrastructure Support, or Technical Operations
• Excellent communication skills with the ability to engage executive stakeholders.
• Strong knowledge of: 
  • Support of Windows and Mac Environment.
  • Networking fundamentals.
  • Collaboration platforms (Google, Zoom, Teams, Webex)
  • Identity & Access Management concepts - Preferred
  • Experience supporting executive or customer-facing environments preferred
  • Strong troubleshooting skills across infrastructure, application, and endpoint layers
  • Ability to work under pressure in high-visibility situations
  • Flexibility to support sessions across time zones as needed

Preferred Skills

• Familiarity with AV systems and conference room technologies
• Experience in ITIL or structured service management environments
• Exposure to cybersecurity and compliance requirements

Key Success Metrics

• Zero critical technical failures during EBC sessions
• SLA adherence for session readiness
• Reduction in last-minute escalations
• Positive executive and customer feedback on session experience

The pay range for this opportunity is from $105,800 to $142,000 + performance-related bonus + benefits.  This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, competencies.

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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

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.