About this role
Senior Technical Support Specialist
Job description: ICS Grade: E5 Experience: 9-12 Years 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. 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