Avaya UC Operations Lead -- Escalations & RCA

HCL Technologies Limited; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

HCL Technologies Limited is seeking a Level 3 operations support engineer for Avaya Unified Communications in Singapore. You will act as the technical escalation point, troubleshoot complex issues, and drive system upgrades, migrations, and security remediations across Avaya CM, Session Manager, and Verint recording components.

You will design dial plans, routing policies, VDNs, and trunk configurations, while mentoring L1/L2 engineers.

Qualifications

• Expert knowledge of Avaya CM, SMGR, Session Manager, CMS
• Strong troubleshooting of SIP, SBC, ISDN, and VoIP networks
• Experience with G450 Gateway, AADS, and Verint Recording
• Deep understanding of dial plans, vectors, VDNs, and call routing
• Packet analysis using Wireshark and SIP traces
• ITIL Incident, Problem, and Change Management
• Good understanding of network basics
• ITIL Processes

Responsibilities

• 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.
• Support DR testing, capacity planning, and platform health reviews.
• Work with telecom providers, Avaya TAC, and third-party vendors on critical escalations.
• Develop automation, operational standards, and technical documentation.
• Mentor L1/L2 engineers and provide technical leadership.
• Work on INC tickets and ensure the timely closure (within SLA)
• Participate in problems and change management processes.
• Maintain operational documentation and reports - Prepare/update SOPs, KB, Runbook and operations support documents.

Job description

HCL Technologies Limited is seeking a Level 3 operations support engineer for Avaya Unified Communications in Singapore. You will act as the technical escalation point, troubleshoot complex issues, and drive system upgrades, migrations, and security remediations across Avaya CM, Session Manager, and Verint recording components.

You will design dial plans, routing policies, VDNs, and trunk configurations, while mentoring L1/L2 engineers.