Operations Engineer

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

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 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.

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

What we offer you

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. Learn more.

Are you ready to shape your future with confidence? Apply today.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

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