Avaya/Genesys support_ Senior Analyst, IT Infrastructure

2 days ago

Cyberjaya, Selangor, Malaysia Optimum InfoSolutions (M) Sdn Bhd. Full time 90,000 - 120,000 per year

Role: Senior Analyst, IT Infrastructure( Avaya/Genesys/Voice/Telecom network support)

Role Type:
Initial 1 Year and Extendable Contract through Optimum Infosolutions – KL, Malaysia

Job Location:
Cyberjaya, Malaysia

Working hours/ Shifts
:
9-hours rotational shift – 3 weeks rotation – 7am – 4pm / 3pm – 12am / 10pm – 7am. Weekend coverage rotation (on-call / work

Senior Analyst, IT Infrastructure

Job Description

Primary Responsibilities:

  • Provide incident support for Avaya Telecom products, including Aceyus, CMS, ALD, ACM/Avaya Agent for Desktop, IVR/SBC/Avaya infrastructure/TFN, and other voice applications.
  • Maintain system availability using tools like Splunk, Prognosis, ServiceNow, and other voice monitoring tools.
  • Participate in major incident management calls during P1/P2 incidents and effectively communicate issues.
  • Quickly engage with internet service providers and vendors through portals or direct communication.
  • Collaborate with the entire infrastructure and application teams to identify and resolve issues.
  • Prepare trend analysis reports of critical device failures and drive resolution plans.
  • Adapt to a fast-paced environment and stay updated with new technologies.
  • Create and update process documents and knowledgebase articles.
  • Train end-users and team members on voice concepts, technology updates, and new skills.
  • Drive efficient incident resolution and management of voice infrastructure issues by direct collaboration with users and business partners.
  • Participate in interlock calls with the product team to collaborate on automation and other initiatives.

Top 3 must-have HARD/TECHNICAL skills:

  • Strong Avaya/Voice/Telecom Network support experience
  • Min 5 years' Network/Voice experience
  • InDepth Network troubleshooting skills & technical support experience

Qualifications:

  • Diploma or degree in Information Technology, Engineering, or related disciplines.
  • A minimum of 5 years of working experience is required.
  • Must be capable of working in rotating shifts (24x7 and 12-hour shifts).
  • Avaya or any Telco certification would be considered an advantage.
  • Proficiency in Avaya products such as ACM, CMS, ALD, AAFD, Avaya Communication Manager, Avaya Pod Fx, Prognosis, or other Telecom products.
  • Familiarity with SIP, H.323, WebRTC, and other communication protocols.
  • Experience in Avaya software development, API integration, software application testing, and proficiency in programming languages such as Phyton/ C++/Java along with knowledge of UX/UI design and GitLab, as well as other languages relevant to Avaya product development, is considered advantageous
  • Exceptional customer service, problem-solving, and English communication skills.
  • Strong team player with the ability to work both collaboratively and independently.
  • Excellent time management skills, strong organizational and documentation skills.
  • Quick learner, adaptable, and capable of managing multiple tasks.
  • Demonstrated capability to work independently with minimal management supervision and within a global team of engineers.
  • Proficient problem-solving abilities that contribute to the enhanced operational efficiency of our business partners.

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