Track Lead (Support & Operations)

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

Provide Level 3 operations support for the Avaya Unified Communications platform, including Avaya Aura CM, System Manager, Session Manager, CMS, SBC, G450 Gateways, AADS, Verint Recording, SIP Trunks, ISDN PRI, and Remote Worker solutions. Responsible for complex troubleshooting, major incident management, root cause analysis, architecture review, upgrades, migrations, performance optimization, capacity planning, and technical escalations. Drive service improvements, define operational standards, and act as the escalation point for enterprise voice and collaboration services.

Key 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 (withing SLA)
• Participate in problems and change management processes.
• Maintain operational documentation and reports- Prepare/update SOPs, KB, Runbook and operations support documents.

Skill Requirements

• 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

Other Requirements

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September2026totaled $14.8billion.