AV Operations Lead

Role: AV Operations Lead

Location: Bangalore

Experience: 5- 6 years

Work mode: full time

AV Operations Lead Job Description

Role Summary

The AV Operations Lead is responsible for end-to-end operations, stability, and service delivery for Microsoft Teams Rooms and Poly based meeting room environments across all global regions. This role leads an offshore support model comprising monitoring resources and AV specialist engineers. The role acts as the highest technical escalation point, service owner, and primary interface for customer stakeholders, ensuring a consistent and reliable meeting room experience worldwide.

Key Responsibilities

Service and Team Leadership

1. Own global AV and meeting room operations for a managed services customer across all regions.
2. Lead and manage offshore monitoring and AV support teams operating in a 24x7 model.
3. Define support processes, escalation paths, and operational runbooks to ensure consistent service delivery.
4. Mentor and upskill support teams to improve resolution quality and reduce escalations.

L3 Technical Ownership

1. Act as the final escalation point for complex and critical Microsoft Teams Rooms and Poly incidents.
2. Perform advanced troubleshooting across room systems including compute, peripherals, audio, video, and content sharing.
3. Lead major incident bridges, coordinate cross functional teams, and drive rapid service restoration.
4. Own root cause analysis and permanent remediation for recurring and systemic issues.

Monitoring and Proactive Operations

1. Own proactive monitoring outcomes using Prognosis and Microsoft Teams Rooms management tools.
2. Ensure alerts are actionable and response playbooks are followed by monitoring teams.
3. Analyze trends to reduce incidents through preventive actions and operational improvements.

ITSM and Reporting

1. Govern incident, problem, and change management using ServiceNow with strong SLA adherence.
2. Ensure high quality ticket documentation, communication, and closure standards.
3. Deliver concise monthly service reports covering availability, incidents, trends, and improvement actions.

Required Experience and Skills

1. Minimum 5 to 10 years of experience in AV or collaboration operations with Level 3 escalation ownership.
2. Strong hands-on experience supporting Microsoft Teams Rooms in enterprise environments.
3. Strong hands-on experience with Poly meeting room devices and peripherals.
4. Strong experience using ServiceNow for IT service management processes.
5. Strong experience using Prognosis for monitoring and diagnostics.
6. Experience leading offshore support teams in a global follow the sun model.
7. Strong communication, stakeholder management, and people leadership skills.