Principal Application Support Specialist (Avaya)


Would you like to be part of DHL IT Services? Our Service Support team is looking for a new team member.
In this role, you will be Subject Matter Expert for 2nd level Application Support Specialists for AVAYA AURA technologies. You will be the driver for complex technical solutions. You will provide architectural input and work closely with line managers to develop technical team members. Additionally, you will effectively manage maximum availability and minimize disruption to the GCCU/GCCI services and ensure that all agreed targets, SLA's and Metrics are met.

What you will do:

• Receive and log requests for support from help desk, other service delivery staff and/or users
• Prioritize requests in accordance with agreed criteria and the needs of the organization in accordance with Service Level Agreements
• Deliver assigned services according to agreed SLA’s (TRT, Availability, and Performance)
• Maintain service production and pre-production environments and systems
• Drive Service Improvement Plans to continuously improve service performance
• Follow quality standards and policies
• Plan, execute and support implementations so the applications themselves are deployed with minimal disruption to the production environment
• Act as ‘Service owner’ for a set of applications/services (as delegated by the Manager), monitoring and reporting on service levels attained for these applications/services, and ensuring their continuity of service at all times

You should have:

• Proven technical knowledge of application support with AVAYA AURA products
• Design and deployment experience with AVAYA AURA core telephony and SIP-enabled products and solutions
• Technical knowledge and experience with Contact Center as a Service (CcaS) or cloud based call center solutions is highly preferred
• Understanding of IT and AVAYA-dependent infrastructure (HW, network, Telephony protocols and layers)
• Excellent communication and leadership skills
• Organizational skills, experience with matrix management
• Strong customer focus
• Fluent English (written and spoken) required

What we offer:

•Great team of IT professionals and possibility of technical development
•Modern offices in Chodov
•Home office possibilities
•Permanent contract
•Company Car, Pension plan contribution, Long-term Sickness Insurance
•CAFETERIA employee benefit program with wide selection of benefits from Edenred
•Extra week of holiday (25 days/year), 6 Self-sickness days/year, Full salary compensation for up to 10 days absence due to illness per calendar year, Lunch vouchers fully covered by company
•Multisport card, mobile and laptop, fruit days, sport clubs for employees, Referral program……








Martina Hrbková
Martina Hrbková
DHL Information Services (Europe) s.r.o.

At DHL ITS, I am mainly responsible for a junior roles and recruitment for Service Desk department. Usually I am recruiting Service Desk Analyst position with various combination of languages.