Aakash Srivastava

Accountable for the support, troubleshooting, and maintenance for Avaya UC and CC Contact Center’s products like CM, CUCM, AEP, Verint, WFO and AES.

 Provided impact analysis for system changes and critical incidents (P1/P2) to minimize downtime.

 Monitoring and Acknowledging alarm in Via Tool and inform our Internal Team via Email.

 Knowledge and experience with Session Initiation protocol (SIP) Trucking, including carrier based SIP services.

 Managing the SIP call flows, SIP trunk & ladder diagram from SBC side.

 Maintaining SLA parameters

 Customer agent id mapped in Verint tool for recording purpose.

 Check and verify the recording as per customer need.

 Raising the problem for the all the repetitive incident and resolving these incidents with RCA.

 Assigning the incident, Change Request to the correct execution Team to handle the issues.

 Creating Service requests, Incidents, Problem tickets through service-now tool.

 Monitoring and working on AVAYA SMGR, SM, CM, Certificate and other alarms.