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 9-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.
