.Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there's no limit to the experiences Avaya customers can create.The richness of Avaya's global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.Avaya.Com.ABOUT THE OPPORTUNITYWhat could you experience and get involved with?The role of Technical Support Manager is a critical and complex Delivery Management within Avaya. The purpose of this role is to act as a liaison between Avaya Operations Services and customers to ensure customer satisfaction and to meet operational service level agreements based on contractual obligations. This person should have a focus on customer service, an understanding of the company's products, knowledge to be the focal point for ITIL core process, and the ability to leverage resources across different technical teams to expedite problem resolution. This position requires someone who can work independently to support multiple clients with complex configurations and a strong technical understanding.Core Responsibilities:Establish a relationship with clients for assigned accounts.Drive Technical Issues to Resolution among Technical Teams.Customer advocate/escalation point into service delivery team 24 x 7.Maintain awareness of all customer projects or changes.Lead critical client escalations (Incident Management).Conduct customer and management briefings concerning operational decisions, scheduling requirements.Service level agreement compliance assurance and reporting.Conduct operation reviews as defined in the contract.Provide technical guidance and support to Avaya Customer on the Avaya platform.Understand customer's business needs and formulate solutions.Act as a point of escalation and assist in the resolution of technical issues.Assist in support of planned maintenance.Resolve queries related to reports or system functionality.Resource to undergo and pass security clearance as required by Avaya Customer, prior to service start date.ABOUT YOUWhat can you bring?Previous Experience & Knowledge (Essential & Desirable):Knowledge of ITIL and ITSM.Proficient in MS Office applications (Excel, Word, PowerPoint).Prefer Telecom Experience.Prefer working technical knowledge of Avaya platforms and capabilities (min 10 years).Previous experience in a customer-facing role.Previous experience in a technical role
