This role serves as the central operational owner for Audio Visual services across the India region, providing support for executive Boardrooms, Training rooms, and Town Hall spaces. The successful candidate will manage local vendor partnerships, supervise the RMA process, and act as the primary point of contact for complex technical troubleshooting. Responsibilities include executing live event production, managing audio signal flows via DSP, and maintaining technical documentation. This position functions as the regional Subject Matter Expert (SME), utilizing ServiceNow to track incident trends and communicating service status to stakeholders across APAC and EMEA time zones.
Operational Support & Vendor Management
- India Campus Management: Serve as the primary owner for AV infrastructure across Mumbai and Bangalore, including LED walls, Town Hall spaces, Training rooms, Boardrooms, and Video Conference rooms.
- Vendor & RMA Supervision: Manage relationships with local AV integrators and manufacturers, supervising the RMA process for faulty hardware and ensuring repairs are completed within SLA.
- Executive Support: Provide high-touch support for C-suite executives and VIPs during Boardroom meetings and critical town halls.
- Incident Management: Use ServiceNow to track incidents, document resolution steps, and identify recurring trends.
Technical Engineering & Production
- Crestron & Control: Troubleshoot Crestron touch panels, processors, and control code issues.
- Audio Engineering: Manage signal flow and gain structures for live events. Troubleshoot audio issues at the DSP level (e.g., Biamp Tesira, Q-SYS, Shure, Dante).
- Live Event Production: Execute audio and video production for Town Halls, including mixing live audio, managing video switching, and acting as technical director.
- Documentation: Maintain technical documentation, including CAD schematics, asset inventories, and user guides.
Collaboration & Strategy
- Regional Point of Contact: Act as the Tier 2 escalation point for AV issues and primary point of contact for complex technical troubleshooting.
- Cross-Functional Teamwork: Collaborate with Desktop Support teams while serving as the SME for all Audio Visual tasks.
- Communication: Provide clear updates to stakeholders regarding system uptime and project status.