Operations Engineer

At EY were all in to shape your future with confidence.

Well help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

At EY were all in to shape your future with confidence.

Well help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

The opportunity

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 & SBC support Escalation management Vendor management and service roadmaps and standards.

Your key responsibilities

Provide support on daily customer initiated and controlled operations of the services inTelephony SBC EFAX Genesys & TEC.

• Capture triage troubleshoot and resolve issues escalate when needed engage 3rd partiesas 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 respondaccordingly 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 andexpectations.
• Recommendation of process engineering and operational improvement initiatives includingautomation 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 workaroundsto resolve major incidents.
• Respond to automated alerts on the health of systems.
• Executing scheduled or unscheduled tasks relating to operational maintenance andmonitoring 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 standardsmethods and procedures.
• Responsible for assisting senior team members in research and development of newproducts and technologies.
• Root cause analysis and service improvement solutions.

Skills and attributes for success

• 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 SBCs Cisco Voice Gatewaysand Audio code routing manger.
• Demonstrable platform support experience on Windows platforms and Azure cloud is anadded advantage.
• Knowledge in Genesys pure cloud.
• Genesys call flow knowledge
• Basic understanding of operating systems and dependentplatforms such as Microsoft Windows.
• Basic understanding of networking/LAN/WAN/DMZ & VPN concepts including but not limitedto Quality of Service Call Admission Control and routing.
• Knowledge of troubleshooting tools and techniques related to networks and systems access tools Windows Support tools connectivity tests etc.
• Experience supporting applications platforms and/or services in clustered federated sharedand/or virtual environments.
• General understanding of various IT security concepts related to productionenvironments

EY Building a better working world

EY is building a better working world by creating new value for clients people society and the planet while building trust in capital markets.

Enabled by data AI and advanced technology EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance consulting tax strategy and transactions. Fueled by sector insights a globally connected multi-disciplinary network and diverse ecosystem partners EY teams can provide services in more than 150 countries and territories.

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1