Operations Technician - Bengaluru, India - EY

Verified Company

Bengaluru, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you.

And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

The opportunity

Your key responsibilities

Provide support on daily customer initiated and controlled operations of the services in Telephony, SBC, EFAX, Genesys 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.
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.
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.

Skills and attributes for success

Ability to work well within a multidisciplinary 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 nontechnical 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.
Outstanding management, interpersonal, communication, and organizational skills.
Flexibility to adjust to multiple demands, work shift priorities, ambiguity, and rapid change.

To qualify for the role, you must have

Demonstrable basic knowledge of key products such as SBC, Telephony, Voice over IP, Public Switched Telephone Network, Internet & Cloud computing.
Knowing Concept about SIP call flow
Handson experience in different appliances like AudioCodes SBC's, Cisco Voice Gatewaysand Audio code routing manger.
Demonstrable platform support experience on Windows platforms and Azure cloud is an added advantage.
Knowledge in Genesys pure cloud.
Genesys call flow knowledge
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.
General understanding of various IT security concepts as they relate to production environments.

Ideally, you'll also have

Possesses fundamental knowledge of ITIL to recognize appropriate aspects in the Incident, Problem, Change and Availability processes as it related to Data Network activities and workflows.
Maintains solid interpersonal skills to engage in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence. Uses these relationships to partner with colleagues based on technical expertise and challenge insightfully to improve connectivity and propose credible options in solutions
Possesses an advanced knowledge of the Service Now system to record incidents and remediation as well as appropriately use the tool's features and functions.
Participate in a variable shift pattern/oncall rotation as needed.
Flexibility in scheduling with a willingness to work extra nonstandard hours on occasion.
Ability to work well within a multidisciplinary, multicultural team structure, but also independently.
Strong interpersonal and verbal and written communication skills.
Ability to meet agreed deadlines, with demonstrable productivity.
Education: Bachelor's degree holder
Experience: Approximatel