TECEZE
Website:
teceze.com
Job details:
🚀 We’re Hiring! AV Operation Lead
💼 Position: AV Operation Lead
📍 Location: Bangalore
🕒 Experience: 8+ years
SOW:
Key Responsibilities
Service and Team Leadership
- Own global AV and meeting room operations for a managed services customer across all regions.
- Lead and manage offshore monitoring and AV support teams operating in a 24x7 model.
- Define support processes, escalation paths, and operational runbooks to ensure consistent service delivery.
- Mentor and upskill support teams to improve resolution quality and reduce escalations.
L3 Technical Ownership
- Act as the final escalation point for complex and critical Microsoft Teams Rooms and Poly incidents.
- Perform advanced troubleshooting across room systems including compute, peripherals, audio, video, and content sharing.
- Lead major incident bridges, coordinate cross functional teams, and drive rapid service restoration.
- Own root cause analysis and permanent remediation for recurring and systemic issues.
Monitoring and Proactive Operations
- Own proactive monitoring outcomes using Prognosis and Microsoft Teams Rooms management tools.
- Ensure alerts are actionable and response playbooks are followed by monitoring teams.
- Analyze trends to reduce incidents through preventive actions and operational improvements.
ITSM and Reporting
- Govern incident, problem, and change management using ServiceNow with strong SLA adherence.
- Ensure high quality ticket documentation, communication, and closure standards.
- Deliver concise monthly service reports covering availability, incidents, trends, and improvement actions.
Required Experience and Skills
- Minimum 6+ years of experience in AV or collaboration operations with Level 3 escalation ownership.
- Strong hands-on experience supporting Microsoft Teams Rooms in enterprise environments.
- Strong hands-on experience with Poly meeting room devices and peripherals.
- Strong experience using ServiceNow for IT service management processes.
- Strong experience using Prognosis for monitoring and diagnostics.
- Experience leading offshore support teams in a global follow the sun model.
- Strong communication, stakeholder management, and people leadership skills.
Click on Apply to know more.