Skype & Telephony Engineer (HAT ID: 5071)

Job description

 

 

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.

 

What are you going to do?

 

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

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

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Responsible for handling Level 3 service requests and operational activities.

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

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

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Adheres to engineering methodologies, standards and leading practices.

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Provide feedback regarding engineering methodologies and various user requirements.

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

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

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Execution of application environment tasks as required for incident resolution.

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

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Respond to automated alerts on the health of systems.

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

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

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

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

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Root cause analysis and service improvement solutions.

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Ability to work well within a multi-disciplinary team structure, but also independently.

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Ability to work with 3rd party vendors (i.e. PSTN carriers, Cloud, AT&T, IBM) for escalation of issues.

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Demonstrates analytical and systematic approach to problem solving.

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Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences.

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Personal drive to improve and develop as well as ability to improve work processes, find automation opportunities and areas for improvement.

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Responsible to plan, schedule and monitor work activities in order to meet time and quality targets.

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Responsible to absorb rapidly new technical information, business acumen, and apply it effectively.

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Outstanding management, interpersonal, communication, and organizational skills.

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Flexibility to adjust to multiple demands, work shift priorities, ambiguity, and rapid change.

 

What do we need from you?

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Demonstrable extensive knowledge of key products such as Skype for Business, Telephony, Voice over IP, Public Switched Telephone Network, Internet & Cloud computing.

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Hands-on experience in different appliances like AudioCodes SBC’s, Cisco Voice Gateways are added advantage.

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Demonstrable platform support experience on Windows platforms and Azure cloud is an added advantage.

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Understanding basic of database technologies (MySQL, MSSQL) etc.

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Demonstrable intermediate to advanced knowledge of operating systems and dependent platforms such as Microsoft Windows.

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Basic understanding of networking/LAN/WAN/DMZ & VPN concepts including but not limited to Quality of Service, Call Admission Control and routing.

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Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.

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Experience supporting applications, platforms, and/or services in clustered, federated, shared and/or virtual environments.

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General understanding of various IT security concepts as they relate to production environments.

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5 year of related work experience in customer support function.

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Participate in a variable shift pattern/on-call rotation as needed.

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Flexibility in scheduling with a willingness to work extra non-standard hours on occasion.

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Ability to work well within a multi-disciplinary, multi-cultural team structure, but also independently.

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Strong interpersonal and verbal and written communication skills.

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Ability to meet agreed deadlines, with demonstrable productivity.

 

 

Shift: Monday to Friday from 7 to 4 PM.
Location: Microcentro

EY, an equal employment opportunity employer, values the diversity of our workforce and the knowledge of our people.