Responsibilities

Global Technology Services is one of the largest shared service centers for IT infrastructures ensuring the 24/7 quality and continuity of our infrastructures and their resilience to incidents, aligned with RESG/GTS norms & standards in the areas of: End User Support, Database & Systems Administration, Data Centre Services and Command Centre.

Department / Project Overview – CCS Team part of GTS under the area of End User Support provides services like Telephony,Contact Centre Conferencing (Audio, Video), WebEx, Voice Recording, IVR, MS Teams, Skype

Profile Required

Key Responsibilities –

-Good Knowledge on Windows enterprise setup including SFB2019, MS Teams,Lync server 2013, DNS conepts, Authentication mechanisms 

-Good knowledge on Messaging platform and delivery, using tools and scripting. (Monitoring tools, Powershell scripting ..etc) for automating the process for incident/request management

-Should be good at Skype Telephony, response groups

-Good Troubleshooting knowledge on Skype client logs, monitoring dashboard

-Need to undergo necessary trainings and perform certifications

-Work under pressure and fast-paced environment to resolve issues quickly and ensure the daily operation is smooth. 

-Perform BOD /EOD controls / Health check to assure Skype infra services are in optimal condition before the start of BAU activities. 

-Perform Operational Procedures provided to support Health check and/or Monitoring of Skype related (Lync services, Anywhere 365, KHIs, Voice Gateway) infrastructure. 

-Create and maintain technical documentation for support applications 

-Provide support and administration for Skype infrastructure 

-Provide prompt support for the Skype client issues, call disconnection issues escalated by helpdesks 

-Participate regional or global projects on Skype infra side

-Proficiency and ability to understand, write and develop Scripts (Vbscript, PowerShell, WMI or any other industry specific scripting knowledge is a added advantage) for improving the daily process or operations for Skype infra 

-Change management to be followed and execute the changes[Skype telephony/response group migration]

-Able to understand the calls flows/SIP singalling and ablity to resolve the voice related issues

Delivery and Operations

• Ensure quality of the delivery of services provided according to specific and defined KPIs & SLAs.

• Oversee levers to improve efficiency on existing perimeter. Develop culture of efficiency.

• Ensure production functions are of quality.

• Standardized and regular reporting /Dashboard for production activities.

• Ensure operational risk management/reporting (risk matrix/capacity management, skills matrix, regulatory risk, compliance,).

• Ensure local strategy follows global strategy. Harmonize tooling and process accordingly.

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Specific Context

Mandatory Skills / Experience – -

Hands on knowledge and Experience with managing MS Teams, SFB2019 On-Prem

Knowledge on Office 365 Platform services in SharePoint Online, Teams and OneDrive for business

Experience with On Premise Skype for Business 2015\2019

Azure knowledge preferred.

Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using advanced oral and written English communication skills.

Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications

Ability to work with people in a variety of cultures, countries and time zones

Specific Context

Good to have Skills and experience on Oracle, Audiocodec or Sonus SBC's