Site-In-Charge
CurrentScope of Work : Interacted with the business (Airtel), gathered their needs, and worked with the appropriate teams (Avaya) to meet the requirements of the business. Troubleshooting, system analysis, and providing technical support (L1 Support for IVR, AVAYA , DB and Application Systems.)Primary Systems : AACC, AEP, AMS, CM, POM, VERINT, CTI & Avaya One-X communicator.* New IVR application implementation and existing IVR flow modification.* Participating in a review of the… Show more Scope of Work : Interacted with the business (Airtel), gathered their needs, and worked with the appropriate teams (Avaya) to meet the requirements of the business. Troubleshooting, system analysis, and providing technical support (L1 Support for IVR, AVAYA , DB and Application Systems.)Primary Systems : AACC, AEP, AMS, CM, POM, VERINT, CTI & Avaya One-X communicator.* New IVR application implementation and existing IVR flow modification.* Participating in a review of the Avaya change management procedure and a discussion of current vulnerabilities with the CAB (Change Advisory Board) and BISP (BHARTI information security panel). The necessary teams are arranged to carry out the tasks in accordance with their recommendation.* Leading and directing the CCT NOC team to ensure adherence to the protocols for asset, change, patch, ID, and backup management* Roster management and resource distribution of working hours* Preparing and presenting weekly and Monthly dashboards (Business team (Airtel) and higher Management (Avaya)) Show less
