Friday, January 22, 2010
Roles & Responsibilities:-
Technical Escalation Management:-
To partner with Avaya Global Support Services Organization (Tier-3), for technical resolution of the Customer’s Business problems. Primarily, highly focused on resolving customer issues in the most expeditious manner so that customer’s business returns to normal operations as quickly as possible - Ownership, Urgency & High professionalism.
o Partnering – partner closely with backbone management as a extended team member, understand team’s health and work with OM to understand the team needs and work on them
o Predictability – is of critical importance
o Dealing with ambiguity – lot of times, there isn’t every thing crystal clear, and expectation is to get over the issue and come out with clarity
Understand and appreciate expectation of key stakeholders like BP’s, CEM and CPE etc. Work towards building a sense of situational awareness among engineers and thereby differentiated delivery, as per differentiated expectations of customer segments.
Engagement with Product House/NPI team; Participation in train-the-trainer programs for new products and train BBE; Provide inputs to the management team on the skills/capabilities required for support readiness on new products. Resulting significant reduction in escalations & resolution times.
Write & Review Knowledge Articles, based upon leanings from Technical Resolutions & Lab Simulations.
Subject Metric Expert
Be the lead-skilled engineer on latest technologies within the product suite. Contribute to reducing product exceptions, work with product managers on beta trials & share findings in product enhancements.
o Up skilling – while there is every intent for the organization to invest in learning development, DDEs are expected to do self-learning, simulation, and put the pieces together. This is implicit as DDEs are expected to be exposed to different customer situations, escalations etc
Organization Level Programs
Process Improvement- Contribution to Process Improvement efforts, Lab Readiness, monitoring effectively of Lab usage etc.
Higher Right Skill -Contribute to Recruitment activities; serve as the final level of technical interviewer in the hiring process.
Customer Champion:-Suggest corrective actions based on RCA of customer complaints/ Transaction Survey Analysis. Be a technical champion for top customers
Switch Technical Skill Requirements -Avaya background
Experience:- Minimum 4 to 6 years of hands-on experience on following
Avaya’s Enterprise Voice & Contact Center Technologies.
Strong knowledge of Traditional Telephony & Latest VOIP Protocols
Loop / Ground Start, E & M, ISDN / QSIG, H.323 / H.248, SIP etc.
Installation, Upgrades & Migration
Avaya Definity Servers (G3R / Si) & Media Servers / Gateways (S8xxx)
CM Features & Call Center :-
Conceptual knowledge of Avaya & 3rd Party products related to call-center
Knowledge on CM Call Center & / Enterprise PBX features.
Use & knowledge Integration with Adjunct applications
CMS / BCMS, PDS, IC, CTI AES /, IVR, Loggers
Good Knowledge about Editing & Search commands in UNIX / LINUX
Understanding of Switching/routing on data networks
DHCP, SNMP, NTP server etc.
On call routing- AAR / ARS, UDP etc.
Connectivity issue, Call drop issue, voice quality issues.
PN connectivity includes CSS / SNI / Fiber / EI boards.
Use of Troubleshooting tools like, MST traces, ECS logs, Sniffers etc.
Location: Hyderabad / Pune
Experience: 4 – 6 years