IT Operations Analyst I

Date:  Nov 28, 2023

Pune, MH, IN

Requisition ID:  36012

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. 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.

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.

Job Information

Job Code: 00270178

Job Family: Information Technology

Job Function: IT Operations

Short Description

The IT Operations Center (ITOC) is designed to monitor and manage all IT components and services at Avaya sites throughout the world (24*7*365).  These components include WAN, LAN, servers, mission critical applications and services, voice and network equipment. The ITOC Engineer oversees monitoring of these critical IT components using tools such HP Service Manager, HP OM, HP  NNMi, Alert Site, PRTG and HP BSM with the primary objectives of pro-actively avoiding outages and reactively expediting fault resolutions.  In addition, the ITOC Engineer is responsible for regular communication updates, resolution coordination, false positive event/alarm management, and closure notes in our service management system. The ITOC Engineer must be: familiar with IT technologies, have excellent communication skills, be familiar with service management concepts aligned to IT Infrastructure Library (ITIL) such as Event Management, Incident Management, Change/Problem Management, CMDB etc, must be willing work in 24*7*365 working environment, flexible to work over and beyond schedules to support business demands as and when needed, Able to interact with multiple teams and dealing with simultaneous issues through effective prioritization


1 - 3 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