Offers “Ernst & Young”

Expires soon Ernst & Young

Collaboration Operations

  • Cochin (Ernākulam)
  • Infra / Networks / Telecom

Job description

Job Summary

Operations Engineer has responsibilities within a team of L3 and supports various application platform services across a range of business portfolios. This individual will support the end-to-end aspects of services under their remit including but not limited to service engineering, L3 End User Telephony & Skype for Business support, Escalation management, Vendor management and service roadmaps and standards.

Essential Functions of Job

Provide support on daily customer initiated and controlled operations of the services in Skype for Business, Telephony and Audio conference services.

Capture, triage, troubleshoot and resolve issues, escalate when needed, engage 3rd parties as needed to fulfil support needs.

Responsible for handling Level 3 service requests and operational activities.

Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service requests.

Coordination with different escalation teams during high risk Incidents or Projects.

Adheres to engineering methodologies, standards and leading practices.

Provide feedback regarding engineering methodologies and various user requirements.

Produce accurate, brief and clearly written documents tailored to audience needs and expectations.

Recommendation of process engineering and operational improvement initiatives including automation tooling, service enhancement including for vendors.

Execution of application environment tasks as required for incident resolution.

Liaise with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents.

Respond to automated alerts on the health of systems.

Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of application environments.

Adhere to EY and ITIL guidelines for Incident, Problem, and Change Management.

Ensures all work is carried out and documented in accordance with required standards, methods and procedures.

Responsible for assisting senior team members in research and development of new products and technologies.

Root cause analysis and service improvement solutions.

Additional Responsibilities

·  Ability to work well within a multi-disciplinary team structure, but also independently.
·  Ability to work with 3rd party vendors (i.e. PSTN carriers, Cloud, AT&T, IBM) for escalation of issues.
·  Demonstrates analytical and systematic approach to problem solving.
·  Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences.
·  Personal drive to improve and develop as well as ability to improve work processes, find automation opportunities and areas for improvement.
·  Responsible to plan, schedule and monitor work activities in order to meet time and quality targets.
·  Responsible to absorb rapidly new technical information, business acumen, and apply it effectively.
·  Outstanding management, interpersonal, communication, and organizational skills.
·  Flexibility to adjust to multiple demands, work shift priorities, ambiguity, and rapid change.

Knowledge and Skill Requirements

·  Demonstrable basic knowledge of key products such as Skype for Business, Telephony, Voice over IP, Public Switched Telephone Network, Internet & Cloud computing.
·  Hands-on experience in different appliances like AudioCodes SBC’s, Cisco Voice Gateways are added advantage.
·  Demonstrable platform support experience on Windows platforms and Azure cloud is an added advantage.
·  Understanding basic of database technologies (MySQL, MSSQL) etc.
·  Demonstrable intermediate to advanced knowledge of operating systems and dependent platforms such as Microsoft Windows.
·  Basic understanding of networking/LAN/WAN/DMZ & VPN concepts including but not limited to Quality of Service, Call Admission Control and routing.
·  Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.
·  Experience supporting applications, platforms, and/or services in clustered, federated, shared and/or virtual environments.
·  General understanding of various IT security concepts as they relate to production environments

Candidate Profile

·  1 year of related work experience in customer support function.

Other details

·  Participate in a variable shift pattern/on-call rotation as needed.
·  Flexibility in scheduling with a willingness to work extra non-standard hours on occasion.
·  Ability to work well within a multi-disciplinary, multi-cultural team structure, but also independently.
·  Strong interpersonal and verbal and written communication skills.
·  Ability to meet agreed deadlines, with demonstrable productivity.

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