 Decisions Making for operational activities and set strategic goals  Manage external partners, stakeholders, and vendors' relationships and agreements.  Day-to-day business planning and monitoring to ensure smooth operation  Management and supervisors of resources from various support group(Operations, Professional Service, and Compliance)  Overlook the Customer Support process, provide technical training, and bridge the gap.  Weekly Meeting with CPO and Customer Support  Weekly meeting with L3, Professional Service and Compliance  Working with the service provider, customer support, product, and engineering management teams to improve and streamline processes.  Set KPI and Goals of l3 team, Professional Service and Compliance  Performance appraisal coming under operation management  Request Management, such as time sheet approval, vacation approval, vacation management, and business hours management with operations  Ensure Overall Operational Performance  Escalation Management for the support and operations  Determine the deviation and ensure that the service level/TAT of operations is met.  Manage, forecasting and scheduling of Operation team  Schedule and plan for training with customer support and in-house (L3, Compliance and professional service team)  Monitor the operations channel to ensure that all requests are addressed on time.  Monitor the fresh desk and Jira to ensure that the requests are addressed within the resolution timeframe.  Part of the resource (L3, Professional service, and compliance) rides along with the team and makes the team feel comfortable working on issues when needed, reviewing training materials and assisting the team.

As part of Avaya Profession Service and the Center Of Excellence (COE) Current role includes leading the Deployment and delivery and technical system integration with Avaya CCT solutions

Role is leading team with various AVAYA implementation and delivery, post implementation sup-port, consulting , service delivery, critical escalation handling and solution discovery for Avaya contact center technologies

Role includes implementation of Avaya contact center solution which incl AACC, WFO(ACR,QM), APC (Soft Dialer), AAEP, POM, and Solution Design, Support and handling post implementation support processes, and various CC application solutions to meet the SLA of clients of Tele Apps.

The role includes supporting production for application without interrupt in work force man-agement which involves effective utilization of work to handle work load In order to achieve the service level based on client requirements.Identifying the deviations from plan and understanding the implication of deviation and re-solving the technical issues within the given time frame

Involves the testing of the various types of satellites which includes Satellites components in Thermo vacuum chamber and also climatic chamber in a Environmental Test Facility (ETF) division