Responsibilities
- Provide support on daily customer initiated and controlled operations of the services in
- Telephony , SBC, EFAX, Genesys & TEC.
- 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.
Requirements
- Demonstrable basic knowledge of key products such as SBC, Telephony, Genesys & Teams calling.
- Knowing Concept about SIP call flow
- Hands-on experience in different appliances like AudioCodes SBC’s, Cisco Voice Gateways and Audio code routing manger.
- Basic understanding 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.
- General understanding of various IT security concepts related to production environments
Nice to Have
- Demonstrable platform support experience on Windows platforms and Azure cloud is an added advantage.
- Knowledge in Genesys pure cloud.
- Genesys call flow knowledge
- Experience supporting applications, platforms, and/or services in clustered, federated, shared and/or virtual environments.
Benefits
- At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.
