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Senior Technical Support Specialist

Infinite Computer Solutions · Bangalore

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Employer requisition: 51503BR

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Collected role description

<span style="font-size:12pt"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif"><b>ICS Grade: E5</b></span></span></span><br><span style="font-size:12pt"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif"><b>Experience:</b> 9-12 Years</span></span></span><br><span style="font-size:12pt"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif"><b>Role Overview</b></span></span></span><br><span style="font-size:12pt"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif">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.</span></span></span><br><span style="font-size:12pt"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif"><b>Core Responsibilities</b></span></span></span><ul style="margin-bottom:11px"><li style="margin-bottom:11px"><span style="font-size:12pt"><span style="tab-stops:list .5in"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif">Define technology strategy, service roadmap, and operational standards for Release Management services.</span></span></span></span></li><li style="margin-bottom:11px"><span style="font-size:12pt"><span style="tab-stops:list .5in"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif">Lead large-scale customer transformation, modernization, and migration initiatives.</span></span></span></span></li><li style="margin-bottom:11px"><span style="font-size:12pt"><span style="tab-stops:list .5in"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif">Act as the executive escalation point for critical customer and business issues.</span></span></span></span></li><li style="margin-bottom:11px"><span style="font-size:12pt"><span style="tab-stops:list .5in"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif">Build organizational capability through mentoring, succession planning, and continuous service improvement.</span></span></span></span></li></ul><span style="font-size:12pt"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif"><b>Technical Skills</b></span></span></span><br><span style="font-size:12pt"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif"><b>Avaya UC (Aura 8.x and Above):</b> CM, SM, SMGR, AES, AADS, IX Messaging</span></span></span><br><span style="font-size:12pt"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif"><b>Contact Center:</b> AAEP, CMS, Verint WFO, Experience Portal</span></span></span><br><span style="font-size:12pt"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif"><b>Enterprise Platforms:</b> SBC, ESXi, KVM</span></span></span><br><span style="font-size:12pt"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif"><b>Infrastructure &amp; Automation:</b> Linux, Python, Shell, PowerShell, Azure, AWS</span></span></span><br><span style="font-size:12pt"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif"><b>Core Competencies:</b> Technology Strategy, Technical Governance, Architecture Oversight, Operational Excellence, Innovation &amp; Automation</span></span></span><br><span style="font-size:12pt"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif"><b>Key Competencies</b></span></span></span><ul style="margin-bottom:11px"><li style="margin-bottom:11px"><span style="font-size:12pt"><span style="tab-stops:list .5in"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif">Stakeholder Management</span></span></span></span></li><li style="margin-bottom:11px"><span style="font-size:12pt"><span style="tab-stops:list .5in"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif">Customer Success &amp; Escalation Management</span></span></span></span></li><li style="margin-bottom:11px"><span style="font-size:12pt"><span style="tab-stops:list .5in"><span style="line-height:115%"><span style="font-family:Aptos,sans-serif">Training &amp; Development</span></span></span></span></li></ul><br>&nbsp;

Collected experience requirement

9 years