Pankaj R. Patil

Avaya India Pvt Ltd - Pune, India Jul 2017 – Present

• Growth Path:
  
  Service Delivery & Technical Support Manager | Avaya India Pvt Ltd - Pune, India 02/2025 - Current
  -Driving end-to-end service delivery and technical operations for Tier-1 clients across APAC and the Middle East, ensuring high availability, performance, and stakeholder satisfaction through a dual leadership role.
  Technical Support Operations Manager | Avaya Nederland BV, Dubai - Dubai 09/2022 - 01/2025
  - Directed regional support operations and cross-functional teams, achieving consistent SLA compliance and operational excellence.
  Technical Support Operations Lead | Avaya India Pvt Ltd 09/2021 - 08/2022
  - Led L2/L3 technical teams across complex enterprise environments; focused on service quality, escalations, and continuous improvement.
  Advanced / Senior Technical Support Engineer | Avaya India Pvt Ltd 07/2018 - 08/2021
  - Provided deep technical expertise and guided critical incident resolution for large-scale customer environments.
  Avaya Lead Engineer | Avaya India Pvt Ltd (via Quess Corp) 03/2018 - 07/2018
  - Led deployment and early transition phases, contributing to smooth handovers and service stability for new client environments.
  Technical Support - Field Service | Avaya India Pvt Ltd (via Shritel Comm Pte. Ltd.) - Pune, India 07/2017 - 02/2018
  - Delivered frontline technical support and implementation services, laying the foundation for stable operations in customer environments.
  
  Current Roles and Responsibility - Avaya
  
  • Team Leadership and Operations Management:
  - Championed a high-performing team of 15+ technical support engineers and service delivery specialists across Singapore, Malaysia, and India, ensuring rapid incident resolution and unwavering SLA compliance.
  - Directed workforce planning, resource deployment, and professional development initiatives, fostering a culture of technical excellence and sustained performance.
  • Client Engagement and Strategic Support:
  - Forged strategic partnerships with leading clients across the aviation, banking, and telecom sectors in APAC and the Middle East. Delivered proactive technical consultation and solution-driven service strategies to anticipate and mitigate operational disruptions.
  - Led client-facing engagements with approximately 30% international travel, facilitating onsite resolutions, executive alignment, and service trust reinforcement.
  - Facilitated executive-level workshops and product enablement sessions, empowering clients to unlock the full potential of Avaya Aura, Oceana Omni-Channel, and Avaya social media Hub.
  • Performance Metrics and Service Improvement:
  - Established performance KPIs to track operational efficiency, customer satisfaction, and team productivity, driving continuous improvement across delivery metrics.
  - Launched cross-functional service enhancement programs, aligning with stakeholders to boost response times, customer sentiment, and resolution accuracy.
  • Vendor and Compliance Management:
  - Directed third-party vendor ecosystems, managing contract negotiations, service governance, and custom solution delivery, aligned with business continuity and security mandates.
  - Orchestrated third-party integrations and bespoke customization efforts, ensuring solution alignment with client-specific compliance and operational frameworks.
  - Enforced organizational policies and regulatory standards, safeguarding data integrity, and operational consistency across all service touchpoints.
  • Customer Success and Knowledge Management:
  - Led the end-to-end service lifecycle, from client onboarding to steady-state support, ensuring KPI and SLA alignment at every stage.
  - Developed comprehensive knowledge assets, including user guides, SOPs, and internal knowledge base documentation, to accelerate resolution and empower support teams.
  • Security, analysis, and reporting:
  - Strengthened cybersecurity posture across service layers, adhering to global best practices in data protection, business continuity, and infrastructure resilience.
  - Delivered data-driven executive dashboards and performance reports, providing senior leadership with actionable insights on service health, client trends, and delivery trajectories.
  - Represented service excellence in QBRs, steering committees, and governance forums, reinforcing strategic alignment, and showcasing tangible business value.

• Configured and troubleshot Avaya servers (S8300, S8730, S8800), media gateways, IP phones, NICE recording systems, and Ameyo dialer servers.
• Managed call routing infrastructure, including extensions, agent IDs, trunks, VDNs, vectors, tenant profiles, COR, announcements, and AAR/ARS analysis.
• Configured DS1 and IPSI cards, set up CDR links, and managed integration via SIP entities, routing policies, and dial patterns on System Manager.
• Maintained NICE and Verint VOIP loggers (v3.1 and 4.1), configured passive VOIP and DMCC loggers, and set up TSAPI and SMS interfaces.
• Delivered Avaya Enablement Services by mapping devices, managing CTI links, and organizing device groups for seamless operations.
• Conducted patch installations, firmware upgrades, preventive maintenance, system backups, and log reviews to ensure operational continuity.
• Monitored and resolved daily alarms and errors across Avaya Aura CM, CMS, NICE servers, and media gateways.
• Configured inbound, outbound, and conference campaigns, and managed call contexts and extensions for Ameyo (DRISHTI) dialers.
• Coordinated with telecom vendors to resolve PRI, E1, and MPLS link issues, and provided L2 support for testing and system configurations.
• Provided remote support for Avaya phones (hard & soft) using TeamViewer and Dameware, and resolved collaboration issues via Microsoft Lync 2010.
• (Pune)

• Company Overview: (Pune)
• Configured and troubleshot Avaya servers, gateways, and NICE recording systems; managed telephony elements such as extensions, agent IDs, hunt groups, trunks, VDNs, and vectors across various platforms including Coral, Drishti, and Teck Info.
• Maintained LAN/WAN infrastructures supporting voice and data; administered Avaya CMS and provided L1 support for Juniper SRX240 firewall and Avaya Nortel switches.
• Installed, configured, and maintained Microsoft Windows servers; managed Active Directory accounts, permissions, and shared drives to ensure secure and efficient user access.
• Provided hardware, software, and network troubleshooting for over 1,000 users, both onsite and remotely, using tools such as R-Admin, VNC, and TeamViewer.
• Managed data center operations, implemented structured cabling systems, and deployed VLAN networks for organized and scalable IT infrastructure.
• Coordinated with service providers to resolve link issues and performed preventive maintenance, including system backups and log reviews to ensure operational continuity.
• (Pune)

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