Operations Engineer

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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 in Telephony , 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 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.

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 SBC’s, Cisco Voice Gateways and 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
• 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.
• Experience supporting applications, platforms, and/or services in clustered, federated, shared and/or virtual environments.
• General understanding of various IT security concepts related to production environments