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Senior Technical Support Engineer

Date:  Jun 3, 2022
Location: 

hyderabad, IN

Requisition ID:  32664

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.

Key Skills

•    Administration Experience on Avaya Aura Communication Manager, Session Manager, System Manager, AES, SBCE(Oracle), AMS, AEP, CMS
•    Should have good experience on Avaya Communication Manager, Session Manager, system Manager and SBC.
•    Troubleshooting Voice quality issues (Static, Jitter, Robotic voice, Latency) over WAN using Sniffer and Network traces
•    Phone or device registrations with Call Manager and SIP Server
•    Session Border Controller administration and configuration
•    In-depth knowledge on troubleshooting Avaya Call Center Solutions and SIP integration
•    In-depth knowledge on Gateway configurations, Networking, Linux & Windows OS.
•    Recording solution knowledge, preferably Verint & Nice
•    Basic SQL Database knowledge
•    Session Manager/System Manager (SIP server) administration and routing configuration
•    Troubleshooting experience on All Avaya products
•    Work with OEM for escalated cases.
•    Good Team player and provide periodical knowledge transfer to teams.

Responsibilities

•    24 x 7 proactive Ticket monitoring and troubleshooting for all Avaya applications and products.
•    Team is a pro-active team works on system generated Alarms .
•    Strictly following Business rules (BR).
•    T2 Engineers are aligned into 24x7 shifts as per Roster. Shift Managers are available for support and team is also assisted with an On-call Manager (DM) on all                               weekends/holidays.
•    Providing initial, follow-up and final(resolved) case updates to Customers & Project Managers. Regular follow up with them on the status & resolution towards closure.
•    Engaging Service Providers (SP’s) and other counter parts as per the Contract to work on the alarm and clear the errors. T2 engages next level support (T3 ,T4 Infra team               etc.,)    for any advanced trouble shooting.
•    Customer/Account Managers demanded RCA requests are worked as Problem tickets and Account manager will raise and route to T3.
•    The Team must manage the tickets within SLA, any issues and SLA breaches are to be updated to Shift Manager & SDM and see if we can mitigate only with the approval of          SDM.
•    T2 follows ADM compliance and Quality must be strictly followed.
•    Backlog/Aged incidents are to be managed. 
•    Attend the handoff calls at the end/beginning of each shift.

 

 

Experience

5 - 10 Years of Experience

Education

Bachelor degree or equivalent experience in Computer Science or Electrical Engineering

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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).