Sr Technical Lead (Support & Operations)
HCLTech · Noida, Uttar Pradesh, India
Applications are made on HCLTech's own site. We never sit in the middle.
Job description
Sr Technical Lead (Support & Operations) India Sr Technical Lead (Support & Operations) Noida, Uttar Pradesh Job Summary Experience 4–8 Years Role Summary Provide Level 2 operational support for the Avaya Unified Communications environment, including Avaya Aura CM, System Manager, Session Manager, CMS, SBC, G450 Gateways, AADS, Verint Recording, SIP Trunks, ISDN PRI, Remote Worker solutions, etc. and the Zoom video conferencing environment. Responsible for incident resolution, user administration, system monitoring, troubleshooting, change implementation, vendor coordination, and ensuring high availability of enterprise voice services. Key Responsibilities Key Responsibilities Support Avaya Aura UC on prem platform- Call Manager (CM), System Manager (SMGR), Session Manager, CMS, SBC, G450 gateways, AADS, SAL, Policy Manager. Troubleshoot telephony, SIP trunk, ISDN PRI, and remote worker issues. Support Avaya Workplace and Telephony Endpoint Administration. Perform user provisioning, station administration, VDN/vector changes, call routing and hunt group management. Coordinate with telecom carriers for circuit and trunk-related incidents. Support Verint call recording platform and integration issues. Support Zoom Video Conferencing Infrastructure (Zoom SaaS Platform) Support Zoom Rooms Conduct RCA for recurring or critical incidents. Work on INC tickets and ensure the timely closure (withing SLA) Participate in problems and change management processes. Maintain operational documentation and reports- Prepare/update SOPs, KB, Runbook and operations support documents. Skill Requirements Primary Skills Avaya Aura CM, SMGR, Session manager, CMS. Avaya SBC G450 Gateway AADS, Policy Manager Verint Recording SIP Trunks and ISDN PRI Avaya Workplace / Remote Workers TCP/IP and VoIP fundamentals Good understanding of network basics. ITIL Processes Secondary Skills Zoom Video Conferencing Support- Zoom Saas Zoom Room- Poly/HP Studio Zoom Rooms. Cisco Vendor Conferencing- CUCM, VCS, Codecs Event & meeting support Trading Phone System-Cloud 9 (SaaS) Other Requirements Automation Skills Scripting skills using PowerShell or Python, or Shell Scripting to automate operational and administrative tasks. Good to have developing and maintaining automation workflows, reusable playbooks, and Infrastructure-as-Code (IaC) solutions to improve operational efficiency and reduce manual effort. Support coverage: 24X7 Participate in shift-based support, on-call rotations, and major incident management activities to meet SLA commitments.