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Technical Support Manager I
hace 2 meses
**About Avaya**
Avaya is a leading provider of innovative solutions for businesses, delivering immersive, personalized, and unforgettable customer experiences that drive business momentum. With a global team diversity that is our greatest strength, we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced.
**About the Opportunity**
The role of Technical Support Manager is a critical and complex position within Avaya, requiring a liaison between Avaya Operations Services and customers to ensure customer satisfaction and meet operational service level agreements based on contractual obligations. This person should have a focus on customer service, an understanding of the company's products, knowledge to be the focal point for ITIL core processes, and the ability to leverage resources across different technical teams to expedite problem resolution.
**Key Responsibilities**
- Establish a relationship with clients for assigned accounts.
- Drive Technical Issues to Resolution among Technical Teams.
- Customer advocate/escalation point into service delivery team 24 x 7.
- Maintain awareness of all customer projects or changes.
- Lead critical client escalations (Incident Management).
- Conduct customer and management briefings concerning operational decisions, scheduling requirements.
- Service level agreement compliance assurance and reporting.
- Conduct operation reviews as defined in the contract.
- Provide technical guidance and support to Avaya Customer on the Avaya platform.
- Understand customer's business needs and formulate solutions.
- Act as a point of escalation and assist in the resolution of technical issues.
- Assist in support of planned maintenance.
- Resolve queries related to reports or system functionality.
- Resource to undergo and pass security clearance as required by Avaya Customer, prior to service start date.
**About You**
We are looking for a highly skilled and experienced professional with a strong background in ITIL and ITSM, proficient in MS Office applications, and preferably with telecom experience and working knowledge of Avaya platforms and capabilities. Previous experience in a customer-facing role and technical role is also essential.
