Sr Technical Lead (Support & Operations)
India
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Job Description
Sr Technical Lead (Support & Operations)
Noida, Uttar Pradesh

Job Summary

Provide Level 2 operational support for the Avaya Unified Communications environment, including Avaya Aura CM, System Manager, Session Manager, CMS, SBC, G450 Gateways, AADS, Verint Recording, SIP Trunks, ISDN PRI, Remote Worker solutions, etc. and the Zoom video conferencing environment. Responsible for incident resolution, user administration, system monitoring, troubleshooting, change implementation, vendor coordination, and ensuring high availability of enterprise voice services. 

Key Responsibilities

Support Avaya Aura UC on prem platform- Call Manager (CM), System Manager (SMGR), Session Manager, CMS, SBC, G450 gateways, AADS, SAL, Policy Manager. 

Troubleshoot telephony, SIP trunk, ISDN PRI, and remote worker issues. 

Support Avaya Workplace and Telephony Endpoint Administration. 

Perform user provisioning, station administration, VDN/vector changes, call routing and hunt group management. 

Coordinate with telecom carriers for circuit and trunk-related incidents. 

Support Verint call recording platform and integration issues. 

Support Zoom Video Conferencing Infrastructure (Zoom SaaS Platform) 

Support Zoom Rooms 

Conduct RCA for recurring or critical incidents. 

Skill Requirements

Avaya Aura CM, SMGR, Session manager, CMS. 

Avaya SBC 

G450 Gateway 

AADS, Policy Manager 

Verint Recording 

SIP Trunks and ISDN PRI 

Avaya Workplace / Remote Workers 

TCP/IP and VoIP fundamentals 

Good understanding of network basics.  

ITIL Processes 

Secondary Skills 

Zoom Video Conferencing Support- Zoom Saas 

Zoom Room- Poly/HP Studio Zoom Rooms. 

Cisco Vendor Conferencing- CUCM, VCS, Codecs 

Event & meeting support 

Trading Phone System-Cloud 9 (SaaS) 

Other Requirements

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.   Automation Skills  Scripting skills using
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Information at a Glance

Why HCLTech?

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 223,000 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 June 2026 totaled $14.8 billion.