Noida, Uttar Pradesh
Job Summary

Provide Level 2 operational support for the Avaya Unified Communications workplace, 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

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.

Skill Requirements

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

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. Automation Skills Scripting skills using

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📌 Sr Technical Lead (Support & Operations) (India)
🏢 HCLTech
📍 India