Key Responsibilities :
Integration / migration related AVAYA activities and drive them end to end.
Manage incidents and service requests within established service level agreements
Perform administration, configuration of call recording equipment
Troubleshoot Avaya equipment. Performs timely review and planning of maintenance and upgrades for existing Infrastructures (hardware and software).
Assist in the planning and implementation call recording upgrades, patches and enhancements
Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption.
Track performance against service level agreements
Ensure asset management and inventory are kept up to date
Ensure preventative maintenance is completed as specified by customer
Partner with internal customers and communicate changes and issues on the call recording platforms
Coordinate, test, and implement applications and technology through projects and initiatives.
Identify applications and systems that require updates and coordinate the implementation with the business owner.
Analyse issues and performance problems that impact the ability to conduct business Break / Fix Support.
Troubleshooting connectivity issues of Windows servers to ensure proper functionality and having operational support responsibilities for the call recording systems.
Ensure that all relevant information has been collected related to recording issues and correlated and analyse the data where applicable.
Proactively manage open incidents, provide regular updates on status.
Follow and Support of Voice Recording incident management and reporting procedures.
Work with Avaya partners (within customer subject matter experts and AvayaTier 3 engineering to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue).
Prepare and produce root cause analysis reports.
Collaborate with customer subject matter expertise and external partners for installing customer / vendor certified patches.
Create installation and troubleshooting documentation, when necessary.
Programming with an understanding of the business reporting requirements and providing support to operations to understand or interpret reporting metrics and service levels.
Ability to recommend and implement software updates to Avaya system
Identify / recommend infrastructure upgrades and improvements based upon industry best practices and the Avaya Lifecycle Services Approach.
Ensure that the performance and availability of the data and / or Avaya infrastructure is maintained to the highest standards so that maximum productivity is achieved.
Conduct testing and development disaster recovery plans to detect faults, minimize malfunctions and backup systems.
Participate in 24 / 7 support and on-call rotation, including incident management duties.
Knowledge / Experience :
At least 8 years supporting AVAYA and / or other Voice platforms
Experience of deploying larger multi-site configurations.
Experience of providing level 3 or above technical support.
Providing support for installations requiring Professional Services.
Very strong understanding of Client server technologies and Operating Systems (Linux, Windows 2003 and above) :
Domains / Workgroups
User accounts and Services
DHCP / DNS / NTP / SNMP / SMTP
Telecommunications technologies including VoIP, SIP, and TDM
Understanding of SQL databases, MySQL preferred.
Experience with managing servers (backups, restores, imaging)
Should have a strong understanding of VoIP, SIP and Cisco networks
Experience working in a technical support role, preferably to external customers
Preference to those with experience supporting the financial services industry.
Telephony knowledge a plus (NICE Cisco Call Manager, etc.)
Should have a strong understanding of VoIP recording technologies
Strong understanding of network topologies
Excellent verbal communication, technical writing / drawing and organizational skills and time management
Excellent verbal and written communication, interpersonal and customer service skills.
Self-starter, able to work independently and as part of a team in a fast paced environment.
Detailed knowledge of Avaya Communication 6.2.X in a distributed and centralised environment, Avaya Session Manager 6, VoIP (H.
323 and SIP) and TDM (ISDN and Bank), CTI applications in a Call Center environment, Avaya Peripheral Gateways, Avaya CMS, Modular Messaging, AES, Avaya 1X Agent, Avaya IP Agent, ACCCM
Superior interpersonal, verbal and written communication skills
Ability to manage partners and vendors
Time management and prioritisation skills
Ability to develop strong working relationships
Ability to manage multiple activities and changing priorities
Ability to work under pressure and to meet tight deadlines
Ability to work in a matrix reporting environment
Self-starter with ability to take the initiative and master new tasks quickly
Methodical, attention to detail
Excellent team player
Cisco ICM knowledge a plus.
NICE call Recording knowledge a plus
Strong analytical and problem solving skills
At least 5 Years of Avaya production support
At least 3 years of experience designing, configuring, supporting, installing and troubleshooting Avaya
Deliver Client Solutions
Communicates clearly and effectively
Leverage functional and business knowledge
Drive results and take ownership