Track Lead (Support & Operations)

Provide Level 3 operations support for the Avaya Unified Communications platform, including Avaya Aura CM, System Manager, Session Manager, CMS, SBC, G450 Gateways, AADS, Verint Recording, SIP Trunks, ISDN PRI, and Remote Worker solutions. Responsible for complex troubleshooting, major incident management, root cause analysis, architecture review, upgrades, migrations, performance optimization, capacity planning, and technical escalations. Drive service improvements, define operational standards, and act as the escalation point for enterprise voice and collaboration services.

• Act as the technical escalation point for the Avaya UC platform.
• Troubleshoot complex issues involving Avaya CM, Verint recording, call routing, SIP signaling, SBC, gateways, recording, and remote worker connectivity.
• Design, implement, and optimize dial plans, routing policies, VDNs, vectors, and trunk configurations.
• Perform system upgrades, patches, migrations, and security remediation.
• Lead RCA and problem management activities for major incidents.
• Support DR testing, capacity planning, and platform health reviews.
• Work with telecom providers, Avaya TAC, and third-party vendors on critical escalations.
• Develop automation, operational standards, and technical documentation.
• Mentor L1/L2 engineers and provide technical leadership.
• Support Zoom Video Conferencing Infrastructure platform (Zoom SaaS)
• Support video conferencing Zoom Room infrastructure.
• 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.

• Expert knowledge of Avaya CM, SMGR, Session Manager, CMS
• Strong troubleshooting of SIP, SBC, ISDN, and VoIP networks
• Experience with G450 Gateway, AADS, and Verint Recording
• Deep understanding of dial plans, vectors, VDNs, and call routing
• Packet analysis using Wireshark and SIP traces
• ITIL Incident, Problem, and Change Management
• Good understanding of network basics.
• ITIL Processes

• 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)