Track Manager (Support & Operations)

About the role

Responsible for complex troubleshooting, major incident management, root cause analysis, architecture review, upgrades, migrations, performance optimization, capacity planning, and technical escalations.

What you'll do

• Act as the technical escalation point for the Avaya UC platform
• Troubleshoot complex issues involving Avaya CM, Verint recording, call routing, SIP signaling, SBC, gateways, recording, and remote worker connectivity
• Design, implement, and optimize dial plans, routing policies, VDNs, vectors, and trunk configurations
• Perform system upgrades, patches, migrations, and security remediation
• Lead RCA and problem management activities for major incidents

What you need

• SOP writing
• Documentation
• ITIL
• Shell scripting
• PowerShell
• Python
• Any graduate

Good to have

• Terraform
• Root cause analysis
• Telecom