Support Supervisor

Guest-tek India; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Guest-tek India is looking for a professional skilled in telephony management. The successful candidate will be responsible for daily operational support, troubleshooting of Avaya servers, and managing relationships with third-party vendors.

The role demands strong technical knowledge in VoIP infrastructure and Avaya Call Management Systems. Responsibilities also include cost management and implementing technology changes to optimize Guest-tek’s technological goals.

Qualifications

• Experience with Avaya Telephony systems, hardware, and software required.
• Knowledgeable on Avaya’s Call Management System.
• Ability to design Interactive Voice Response Systems.

Responsibilities

• Manage the Telephony environment for optimal services.
• Provide daily operational support and troubleshooting.
• Maintain relationships with third party vendors.

Skills

Experience with Avaya Telephony systems

Knowledge of Avaya's Call Management System

Ability to build Interactive Voice Response Systems

Understanding of OSI network model

Familiarity with VoIP, SIP, and TCP/IP networking

Knowledge of LAN/WAN and firewall policies

Current technical experience in VoIP infrastructure

VoIP Networking Architecture troubleshooting

Experience with Asterisk telephone systems

Experience with AudioCodes

Job description

Job Description

• Day to day management of the Telephony environment to ensure optimal services.
• Daily operational support, maintenance and troubleshooting of Avaya servers and products including CMS.
• Owner of all Global Interactive Voice Response Systems.
• Maintain relationships with third party vendors.
• Management of all toll free and local phone numbers utilized both internally and externally.
• Budget responsibilities related to vendors and internal telephony costs.
• Evaluate hardware, software, and communications products and provide recommendations to the Technical Infrastructure team.
• Identify and recommend changes needed in the infrastructure to optimize Guest‑tek’s technological goals.
• Implement technology and infrastructure changes.
• Manage issue identification and resolution in a timely and efficient manner.
• Act as the point of contact for telephony related issue resolution.
• Identify and recommend cost‑saving opportunities and effective asset management.
• Communicate major process and procedure changes to end users and stakeholders.
• Perform root‑cause analyses and make recommendations for improvements.

Qualifications

• Experience with Avaya Telephony systems, hardware, and software a must.
• Knowledgeable on Avaya’s Call Management System and reporting abilities.
• Ability to build and design Interactive Voice Reponses Systems.
• Understanding of the OSI network model.
• Familiarity with QOS, with an emphasis on VoIP, SIP, and TCP/IP networking.
• Some knowledge of LAN/WAN and firewall policies.
• Current technical experience relevant to VoIP infrastructure.
• VoIP Networking Architecture and troubleshooting.
• Experience with Asterisk telephone systems.
• Experience with AudioCodes.

Additional Information

• Excellent problem solving and analytical skills.
• Ability to manage, communicate, and facilitate change.
• Able to analyze and forecast current and future needs.
• Strong communications skills, both verbal and written.
• Ability to work well under pressure and fast paced conditions.
• Strong team player, ability to contribute to and lead a team.