Technical Support Manager I

**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.

**ABOUT THE OPPORTUNITY**:
**What could you experience and get involved with?**
- Business org & team description
- Core responsibilities

The role of Technical Support Manager is a critical and complex Delivery Management within Avaya. The purpose of this role is to act as a liaison between Avaya Operations Services and customers to ensure customer satisfaction and to 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 process, and the ability to leverage resources across different technical teams to expedite problem resolution. This position requires someone who can work independently to support multiple clients with complex configurations. With a strong technical understanding.
- Day-to-day activities

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
Maintains awareness of all customer projects or changes
Lead critical client escalations (Incident Management)
Conducts 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 able to formulate solutions.
Act as a point of escalation and assist in the resolution of technical issues.
Assist in support of planned maintenance.
Resolving queries related to reports or system functionality.
Resource to undergo and pass security clearance as required by Avaya Customer, prior to service start date.
- How the position fits within the organization

**ABOUT YOU**:
**What can you bring?**
- Previous experience & knowledge (essential & desirable)

Knowledge of ITIL and ITSM.
Prefer Telecom Experience
Prefer working technical knowledge of Avaya platforms and capabilities (min 10 years)
Previous experience in a customer facing role
Previous experience in technical role
Ability to work across organizational boundaries to drive resolution
Resource to undergo and pass security clearance as required by Avaya Customer, prior to service start date
- Hard & technical Skills (essential & desirable)
- Soft skills & personality Traits
- Qualifications, certifications, education or alternative expected

At least 10 years of hands-on technical experience with Avaya Unified Communications products:
Avaya Communication Manager, System Manager, Session Manager
Avaya Presence and UC Products
Avaya Applications Ensablement Services (AES)
Avaya Session Border Controller (SBC)
Avaya Aura Media Server (AAMS)
Deep understanding of the CC environment and business needs: AXP, Avaya CC: Avaya Oceana, Analytics, Avaya Experience Portal, Callback Assist, Control Manager, Avaya Aura Device Services, Avaya Workspaces, Avaya Aura CC Elite, Verint Call Recording, Verint Workforce Management, Verint Engagement Management Avaya infrastructure: Pod-Fx, VMware, cloud Data center services, networking infrastructure, 3rd party systems (F5 load-balancers), Understanding of networking concepts, topology and infrastructure, Understanding of integration components, Strong documentation skills (reports, Visio, action plans, updating technical and functional documents, etc.)

**BENEFITS**:
**Our Benefits include**:

- **Well-Being **We provide comprehensive health insurance plans that include medical, dental and vision for you and your family, in many countries. We also provide wellness and employee assistance programs.
- **Recharge & Refuel** We work in a dynamic environment, and we recognize the need for you to take a break and recharge. We encourage employees to use our generous time-off policy on a regular basis.
- **Continuous Learning** Grow your skills with access to on-demand platforms and enhance your diversity lens by participating in a program that fully funds you for a cultural immersion in another country.
- **Growth & Developmen**t A feedback loop is important as you grow in your role and career. We schedule frequent check-ins with you and your leaders to help you identify your path to success.
- **Giving