Senior Technical Support Specialist

Infinite Computer Solutions; Campus (IL); On-site; USD 120,000 - 160,000; Full time

Job summary

Infinite Computer Solutions seeks a strategic leader to oversee Release Management services across enterprise environments. The role drives technology direction, operational transformation, and customer success while escalating critical issues at the highest level.

You will define roadmaps, mentor teams, and foster continual service improvement to ensure customer outcomes align with business goals and modernization initiatives across the portfolio.

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.

Skills

Stakeholder management

Customer success

Escalation management

Training & development

Leadership

Strategic thinking

Tools

Avaya UC

CMS Verint WFO

SBC/ESXi/KVM

Linux/Python/Shell/PowerShell

Azure/AWS

Job description

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.

Job Description

ICS Grade: E5

Experience: 9-12 Years

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

Qualifications

Any

Range Of Year Experience-Min Year

9

Range Of Year Experience-Max Year

12