We are looking for another Avaya resource that will be based in CEBU as L2 Avaya support. The resource will be responsible to provide support on the day-to-day operations with the following deliverable: 1. Ad-Hoc Operations. Act as a SPOC for the Avaya Infrastructure. Carry out service requests/changes activities on the formal request by the Client for the equipment covered. Track the movement of spares to and from the Client site and AGC stores. Create and log tickets and post them with AGC/Avaya. Ticket tracking, resolution & monitoring. 2. Proactive Deliverables. To carry out the daily maintenance checks on the systems as per the daily checklist for the Avaya equipment covered. This would ensure the parameters observed are under tolerance limits. Conduct configuration backups of the systems at appropriate frequencies as per the backup policy. Timely completion of quarterly site audit/system health check activities. 3. Liaison and coordination. Liaise with the telecom providers for direct lines/leased lines connectivity. Coordinate with the internal structured cabling vendor at the customer site. Logs collection in case of any issue reported by client. 4. Reactive Maintenance. Diagnose and isolate the area of problem by observing the symptoms. Coordinate with AGC/Avaya engineers for faster resolution of the problems. Collect and send the relevant system logs in cases of escalations or OEM support. Maintain all the details related to servers, software versions & patches; track if any new patch or firmware is released by OEM and then schedule the activity of the upgrade. Keeping records of network topology and all IP address details pertaining to Avaya infrastructure. 5. Reports. Reports would be shared with the customer on a weekly & monthly basis, reflecting the activities performed by the onsite engineer at the site and a formal sign off by client contact. 6. Periodic reviews. Reviews would be conducted with the onsite engineer and SPOC every month.
Posted on: Fri, 17 Oct 2014 04:07:33 +0000
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