Senior Technical Consultant

Job Description

Key Spoc for

Priority Major Incident

Problem Tickets

Change Operation Project Management

Patch Release Management

Capacity Management

Knowledge management (KEDB)

Getting resolution from Third parties, Vendors and suppliers for fault resolution.

Documentation (POA, RCA, RFC etc) and Operational reports.

Additional responsible for High Level and Low Level Design Document.

Effective handling of Technical Escalations

Ensure Service Delivery as per agreed SOW / SLA

Troubleshoot High Severity incidents provide appropriate RFO/ RCA.

Mentor Hand hold L1 and Junior Team member and enhance their performance

Participate in Change management , preventive maintenance , assess Risk and Impact

Take initiatives in learning, certifications evaluating new Networking Technology Tools

MIS customer report preparation on technology part

Work Drive OEM for the escalated tickets

Driving Technical Knowledge Transfers awareness session on best practices within team by proper training session

Driving Technical Knowledge Transfers awareness session on best practices within team by proper training session

Excellent handling of Implementation projects

about you

Rich Hands on experience of knowledge on Avaya-RED Voice Technology solutions - Telephony & Contact Center Technologies and good experience in administration & maintenance of IPT Solution, Avaya Voice solution, application & adjuncts.

In depth knowledge of Voice Telephony (Legacy & IPT) of Avaya, Contact Center, Unified Communication, Networking, Linux / Windows OS and SQL DB.

Hands on experience (installation and maintenance) on AVAYA-RED and additional experience on CPontact center Products:

Administering and support of Avaya technologies as well as good understanding of IP telephony supporting contact centre environment.

Maintain and troubleshoot Avaya S8800 class media servers and G450, G650 media gateways running Avaya Communications Manager R6.2; and CMS in a dispersed voice network that includes multiple call centers

Call Center skills: Avaya Contact Center skills: Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, CMS Supervisor, Moves, Adds and changes, Avaya 1X agent, Avaya IP agent, Modular Messaging.

Maintains advanced telecommunication applications such as CMS, AES, CM8800, Modular Messaging. Execute project work related to the Voice/Telephony support area during service interruptions with minimal supervision.

Detailed knowledge of Avaya Communication 2.x-7.x in a distributed and centralized environment, Avaya Session Manager 6, VoIP (H.323 and SIP) and TDM, CTI applications in a Call Center environment, Avaya Peripheral Gateways, Avaya CMS, Modular Messaging, AES, ACCCM

Product installation and troubleshooting on Avaya Aura Communication Manager, Session Manager, System manager, Avaya Aura Experince Portal (AEP), Application Enablement Server (AES), Avaya Call Recorder (ACR), Avata Call management system and Avaya Voice Portal (AVP) ( preferred).

Avaya Gateway G430, G450 and G650 Installation/ Troubleshooting

Knoweldge on Protocol H.242, H.323, SIP & UDP/TCP.

Basic Familarity with Solution Designing of Contact Center solution with HLD/LLD

Working knowledge of ITIL framework and familiarity with ITSM Tools (like Remedy/HPSM/SNOW etc ) .

Effective Troubleshooting, analyzing & managing the critical Incidents, Problem tickets with out of the box thought process

Experience in designing POA for complex Change/Project.

Good knowledge in preparing RFO, RCA s, documentation, Knowledge Bank.

Rich experience in handling of Implementation projects.

additional information

BE/Graduation/Diploma in either Electronics or Telecom

Avaya Red and Blue Certification (Preferred), ITILV3 Foundation (Preferred)

4 to 5 years of experience

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Keyskills :
environment customerrelations sales sap delivery lowleveldesign avayacms windowsos avayaaura iptelephony voiceportal leveldesign mediaservers contactcenter itilframework mediagateways callmanagement servicedelivery voicetechnology allce