Track Manager (Support & Operations)
India
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Job Description
Track Manager (Support & Operations)
Noida, Uttar Pradesh

Job Summary

Provide Level 3 support for enterprise AVVC platforms, including Zoom Rooms, Cisco Collaboration, Microsoft Teams Rooms, Poly systems, Q-SYS, Crestron, and Extron technologies. Responsible for complex troubleshooting, major incident management, RCA, solution design, platform upgrades, integrations, lifecycle management, and driving service improvements across large-scale meeting room environments. Lead technical escalations and mentor L1/L2 support engineers.

Key Responsibilities

Act as SME for Zoom, Cisco, Poly, Crestron, Extron, and Q-SYS platforms.  

Lead technical escalations and major incident management.  

Design, implement, and optimize AVVC solutions and meeting room standards.  

Perform upgrades, migrations, lifecycle management, and capacity planning.  

Troubleshoot complex interoperability, codec, DSP, and network issues.  

Drive RCA, operational excellence, and technology roadmaps.  

Mentor L1/L2 engineers and provide technical governance. 

Work on Zoom workflow automations and API setup. 

Work on INC and timely closure. 

 

Skill Requirements

Primary Required Skills 

Expert administration of Zoom & Cisco Video conferencing infrastructure   

Poly Studio X52, X72, G7500, G62  

Cisco Collaboration (CUCM, Expressway, Webex, Rooms)  

Microsoft Teams Rooms  

Q-SYS Core & Designer Platform  

Crestron Programming & AV Control Systems  

Extron AV Switching & Control  

Audio DSP Technologies (Q-SYS, Biamp, Shure, Sennheiser)  

SIP, H.323, RTP and Video Conferencing Protocols  

AV Architecture & System Integration  

Network Troubleshooting, QoS & Media Optimization  

RCA, Problem Management & Service Improvement  

OEM/Vendor Escalation Management 

PowerShell or Python, or Shell Scripting to automate operational tasks 

Review & updates the operations documents.  

Secondary Skills 

IP Telephony. 

Other Requirements

Automation Skills 

Automation skills to automate the workflow Zoom and Cisco VC infrastructure. Scripting skills using PowerShell or Python, or Shell Scripting to automate operational and administrative tasks. 

 

Support coverage: 24X7 

 Participate in shift-based support, on-call rotations, and major incident management activities to meet SLA commitments. 
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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.