Senior Avaya Support Engineer

• Job Profile Summary
• The Senior Avaya Support Engineer (L4) is responsible for ensuring a managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.
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• The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). The Senior Avaya Support Engineer (L4) focuses on forth line support for escalated incidents and requests with a high level of complexity. Ensures contracted Managed Services outcomes are delivered to the client.

• Radford reference:

• “Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set.”

• Key Roles and Responsibilities:

• Proactively monitor the work queues and provide support to client where the ticket is highly technical or sophisticated in nature
• Work independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA. Timely and consistent updates of tickets with resolution tasks performed
• Proactively identify, investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
• Provide forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem. Share such knowledge, to resolve issues, document them and push the knowledge down to other engineers
• Communicate with other teams and clients for extending support. Act as emergency support contact as needed, for critical client and business impacting issues
• Ensure that the shift hand over process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift
• Support, track, and document change implementation
• Timely escalation of all tickets to management with ensuing updates, where applicable
• Proactively identify, contribute, implement and work with automation teams for effort optimization and automating routine tasks
• Systematically gather relevant information and apply technical knowledge to analyse and use highly technical troubleshooting tools and content and analytical practices
• Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
• Coach Service Desk, Operations Center and L3 teams offering technical expertise and pushing work down to other engineering teams
• Performs quality audits, covering process, service experience, ticket updates etc as required
• Knowledge, Skills and Attributes:
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• Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record
• Deep technical skills in relevant functions
• Excellent client service orientation and passion for achieving or exceeding expectations
• Excellent written and verbal communication skills
• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurised environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

• Key Roles and Responsibilities:
• 
  
• Proactively monitor the work queues and provide support to client where the ticket is highly technical or sophisticated in nature
• Work independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA. Timely and consistent updates of tickets with resolution tasks performed
• Proactively identify, investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
• Provide forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem. Share such knowledge, to resolve issues, document them and push the knowledge down to other engineers
• Communicate with other teams and clients for extending support. Act as emergency support contact as needed, for critical client and business impacting issues
• Ensure that the shift hand over process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift
• Support, track, and document change implementation
• Timely escalation of all tickets to management with ensuing updates, where applicable
• Proactively identify, contribute, implement and work with automation teams for effort optimization and automating routine tasks
• Systematically gather relevant information and apply technical knowledge to analyse and use highly technical troubleshooting tools and content and analytical practices
• Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
• Coach Service Desk, Operations Center and L3 teams offering technical expertise and pushing work down to other engineering teams
• Performs quality audits, covering process, service experience, ticket updates etc as required

• Knowledge, Skills and Attributes:

• Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record
• Deep technical skills in relevant functions
• Excellent client service orientation and passion for achieving or exceeding expectations
• Excellent written and verbal communication skills
• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurised environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

• Required Experience:

• Substantial Managed Services experience
• Excellent knowledge and experience in ticketing tools, preferably Service Now
• Worked in multiple large Global Enterprise client outsourcing projects  
• Extensive vendor management experience
• Track record of effective shift left work management skills (moving work to junior levels)
• In-depth experience and understanding of the IT industry and standards for IT service management
• Excellent experience in more than one area of expertise
• Excellent experience across Emerging technology and trends impacting IT operations 

• Standard career level descriptor for job level:
• • Have broad expertise, uses skills to achieve goals in creative and effective ways
• • Works on significant issues
• • Creates formal networks involving coordination among groups
• • Exercises independent judgment in methods, techniques and evaluation criteria to obtain results
• • May supervise the activities of others
• • Typically requires extensive related experience with a Bachelor’s or equivalent degree; or extensive experience and a Master’s or equivalent degree; or a PhD or equivalent with moderate experience; or equivalent experience

Certifications required:

ITIL v3/4 Foundation

Any of the below for the Avaya Aura product stack (AACC, AAEP, POM, AES, SMGR, ASM, ACR)

Avaya Certified Expert - ACE

Avaya Professional Sales Specialist - APSS

Avaya Professional Design Specialist - APDS

Avaya Implementation Professional Specialist - AIPS

Avaya Support Professional Specialist - ASPS

Avaya Certified Implementation Specialist - ACIS

Avaya Certified Support Specialist – ACSS    

Avaya Certified Solutions Specialist – ACSS

Work experience required

6 - 8 years’ work experience

5+ years’ experience required in Avaya Telephony administration as a Senior Support Engineer within a medium to large ICT organisation.

Working knowledge of technical documentation and experience in co-ordination with TAC

Expert knowledge on management Avaya concepts, Soluton concepts and Contract Centre architecture within the supported technical domain (i.e. Network, Virtualisation, Security, etc)