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EY Skype Collaboration Operations in Argentina

Skype Collaboration Operations

Core Business Services

Requisition # ARG002T8

Post Date Jan 13, 2020

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 yougoing to do?

  • Provide support on daily customer initiated and controlled operations ofthe 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 operationalactivities.

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

  • Coordination with different escalation teams during high risk Incidentsor Projects.

  • Adheres to engineering methodologies, standards and leading practices.

  • Provide feedback regarding engineering methodologies and various userrequirements.

  • Produce accurate, brief and clearly written documents tailored toaudience needs and expectations.

  • Recommendation of process engineering and operational improvementinitiatives including automation tooling, service enhancement including forvendors.

  • Execution of application environment tasks as required for incidentresolution.

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

  • Respond to automated alerts on the health of systems.

  • Executing scheduled or unscheduled tasks relating to operationalmaintenance and monitoring of application environments.

  • Adhere to EY and ITIL guidelines for Incident, Problem, and ChangeManagement.

  • Ensures all work is carried out and documented in accordance withrequired standards, methods and procedures.

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

  • Root cause analysis and service improvement solutions.

  • Ability to work well within a multi-disciplinary team structure, butalso 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 complextechnical information to both technical and non-technical audiences.

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

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

  • Responsible to absorb rapidly new technical information, businessacumen, and apply it effectively.

  • Outstanding management, interpersonal, communication, and organizationalskills.

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

Whatdo we need from you?

  • Demonstrable extensive knowledge of key productssuch as Skype for Business, Telephony, Voice over IP, Public Switched TelephoneNetwork, Internet & Cloud computing, Microsoft Teams.

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

  • Demonstrable platform support experience on Windowsplatforms and Azure cloud is an added advantage.

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

  • Demonstrable intermediate to advanced knowledge ofoperating 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 AdmissionControl and routing.

  • Knowledge of troubleshooting tools and techniquesrelated to networks and systems i.e. remote access tools, Windows Supporttools, connectivity tests, etc.

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

  • General understanding of various IT securityconcepts as they relate to production environments.

  • 5 years of related work experience in customersupport function.

  • Participate in a variable shift pattern.

  • Flexibility in scheduling with a willingness towork 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 writtencommunication skills.

  • Ability to meet agreed deadlines, with demonstrableproductivity.Shift:Monday to Friday between 7 to 10PMLocation: Microcentro EY, an equal employment opportunity employer, values the diversity of ourworkforce and the knowledge of our people.