Sr Technical Support Specialist

ICS Grade: E5
Experience: 9-12 Years
Role Overview
Provide strategic leadership for Release Management services across enterprise customer environments. Drive technology direction, operational transformation, customer success, and organizational capability development while serving as the highest level of technical and business escalation.
Core Responsibilities

• Define technology strategy, service roadmap, and operational standards for Release Management services.
• Lead large-scale customer transformation, modernization, and migration initiatives.
• Act as the executive escalation point for critical customer and business issues.
• Build organizational capability through mentoring, succession planning, and continuous service improvement. Technical Skills
  Avaya UC (Aura 8.x and Above): CM, SM, SMGR, AES, AADS, IX Messaging
  Contact Center: AAEP, CMS, Verint WFO, Experience Portal
  Enterprise Platforms: SBC, ESXi, KVM
  Infrastructure Automation: Linux, Python, Shell, PowerShell, Azure, AWS
  Core Competencies: Technology Strategy, Technical Governance, Architecture Oversight, Operational Excellence, Innovation Automation
  Key Competencies
  • Stakeholder Management
  • Customer Success Escalation Management
  • Training Development
    

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