Collaboration Operations

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.