Technical Support Manager I

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**About Avaya**:Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services.
We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers.
Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.We're focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do.
The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.We aren't just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us.
We're seeking the best diverse talent to shape and transform how the world connects.
Find out more at Careers at Avaya**About the Opportunity**:- Responsible for managing a team of Tier 3 level support engineers who support Avaya Unified Communication, Contact Center Products and/or Small/Medium Business Products.
Good understanding of Unified Communications, Contact Center Products and/or Small/Medium Business Products is needed.- Unified Communications - Communication Manager (CM), Session Manager, System Manager, Session Border Controller, Gateways (G450s, AMS), IP Endpoints, Soft Clients (AAfD, Workplace), etc.- Contact Center Products - Voice Portal, Application Enablement Services (AES), Call Management System (CMS), Work Force Management (WFO), Avaya Interaction Center, Avaya Proactive Contact (Dialer), NICE, Avaya Aura Contact Center (AACC), etc.- Small/Medium Business Products - IP Office- Primarily involved in Incident Management, which could involve change requests, and Critical Outage Support.- Technical skills and knowledge of 2 or more products is required.- Provides support to engineers in troubleshooting issues.- Provides support to engineers in managing customers and customer escalations.- Day-to-Day operations management of a large team (15 to 25 engineers); manages the team of engineers by following up on backlog, management escalations, etc.
Conducts Performance Reviews.- Develops training plans for the engineers to grow their skills.- Communication is key in working with the team and directly with customers.- ITIL aligned service delivery model with an understanding of SLAs, contract penalties, etc.- Support for global customers with some weekend coverage required.
**About You**:- Typically requires 5-6 years of experience and a Bachelor's degree or equivalent or 4 years of experience and a Master's degree or equivalent.- Experience in managing a team of engineers who provide customer support