Sr. Technical Consultant (Avaya Red or Blue Voice) - Vashi | Navi Mumbai

17/03/2015 15:01

Job Title : Sr. Technical Consultant (Avaya Red or Blue Voice)

Job Location: Vashi | Navi Mumbai

Job Description

  • Technical Operational Role: Maintain Avaya Blue Voice Based equipment based on SOP’s and ensure immediate escalation to competent authority in order to ensure uptimes. 
  • Responsible for overall voice network operation, administration & management of customer voice network including ACD.
  • Technical Consultancy Role: Ability to handle Technical Architect / Solution Consultant role for small to medium scale Avaya Blue Voice deployment projects.
  • Key Spoc for
    • Top & Major Incident ,
    • Problem Cases,
    • Change & Operation Project Management
    • Patch & Release Management
    • Capacity & Performance Management (Perform capacity and performance and report whenever exception is reported and takes remedial action)
    • Knowledge management (KEDB)
    • High Level and Low Level Design Document preparation capability as part of Solution Consultant / Technical Architect engagements for Global Projects.
    • Documentation and Reporting
    • Knowledge on Tools handling to capture and read relevant logs
    • Should have indepth knowledge on telecom
    • Getting resolution from  Third parties, Vendors and suppliers for fault
  • Responsible for performing advanced support and routine complex troubleshooting activities, working independently under minimal supervision
  • Effective handling of Technical Escalations
  • Ensure Service Delivery as per agreed SOW / SLA
  • Responsible for performing advanced support and routine complex troubleshooting activities, working independently under minimal supervision
  • Troubleshoot High Severity incidents, problem & provide proper RFO/ RCA
  • Root cause analysis and Preventive maintenance
  • Participate in Change management , assess Risk and Impact
  • Mentor & Hand hold L1 and Junior Engineering Teams and enhance their performance
  • Take initiatives in learning, certifications & evaluating new Networking Technology & Tools
  • MIS customer report preparation on technology part
  • Ensure quality standards and customer satisfaction levels exceed targets
  • Work & Drive OEM for the escalated tickets
  • Driving Technical Knowledge Transfers & awareness session on best practices within team by proper training session Building team and making L1 teams self-sufficient for handle repeated faults
  • Excellent handling of Implementation projects
  • Excellent in solution designing, architect role for the huge & complex network environments
  • Supporting Organizational Business requirement.
  • Supporting Organization in certifications readiness & fulfillment as part of OEM partnership requirement
Technical and Functional Skills Required
 
  • Rich Hands on experience of implementing Avaya Blue Voice Technology solutions – Telephony & Contact Center Technologies and good experience in administration & maintenance of Avaya Blue Voice solution, application & services.
  • In depth knowledge of Voice Telephony(Legacy & IPT) of Avaya Blue, Voice Mails, Contact Center, Unified Communication, Networking, Linux / Windows OS.
  • Hands on experience (installation and maintenance) on Avaya Blue Voice Products like :
    • CS 1K family
    • Call Server, Signaling Server & Media Gateways
    • Meridian Mail and Call Pilot Voice Mail Systems
    • Avaya Aura Contact Center (CCMS,CCMA,CCT and CCMM)
    • Integration & troubleshooting capabilities with various third party components using various TDM(E1/T1 ISDN PRI/BRI, Trunk port ) and IP Telephony protocol such as H.323, SIP
    • Should have hands on experience in Tools and application/utilities (sniffer,syslog,OEM applications/utilities) which gets used in capturing the relevant logs from system
    • Familiarity with Solution Designing with HLD/LLD
    • Awareness of ITIL framework and familiarity with ITSM Tools (like Remedy/HPSM/Clarify etc.).
  • Excellent 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.
  • Average experience/exposure in solution designing and capability to prepare the High Level and Low Level Technical Design Documents.
  • Positions will require to work in rotational shifts to support 24 * 7 operations /project assignments
Education and Certifications
 
  • BE/Graduation/Diploma  in either Electronics or Telecom
  • Avaya Aura(TM) Contact Center Implementation & Administration,
  • Avaya Communication Server 1000 Implementation & Administration,
  • ITILV3 Foundation (optional)
  • Language proficiency must on following languages
    • English – Proficient
    • French language – Elementary

Experience

  • 4 years + relevant exp.
  • Minimum of 1 years on large network environment for mission critical support environment and a minimum of two years product knowledge acquired through a mixture of empirical and formal certification

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