The Skype Operations Specialist in the Skype Operations provides for operational readiness in specific network based communication services within the Information Technology (IT) infrastructure including Skype for Business and Lync.
The role supports a variety of activities including the implementation of new and modified services, incident analysis and remediation as well as metrics reporting and monitoring to maintain operational efficiency and identify continuous improvement opportunities.
The role works closely with the aligned domain teams within Global End User Technology Services (GEUTS) on current and future services within the specific communication platform to appropriately transition changes into production and partners with IT teams in Global Infrastructure Services (GIS) as part of Global Converged Services Management (GCSM) to maintain the appropriate service and operating levels for IT and EY end users as agreed in formal Service Level Agreements (SLA) covering such directives.
The role guided by the methodology contained within Information Technology Infrastructure Library (ITIL) and uses this and other industry standard frameworks to analyze identified incidents and noted problems within each service platform.
as part of root cause analysis as well as to note opportunities for improvement or modification of said services.
The role works with chosen vendors responsible for delivering contracted services, driving down Mean Time to Recovery (MTTR).
The role provides a proactive monitoring to identify issues prior to business impact and validates appropriate capacity exists within the IT platforms at all times to allow for optimal performance.
The role documents both incidents under remediation within ServiceNow as well as maintains service protocol guidance such as Production Support Procedures (PSP), Operating Manuals, and general topology diagrams or telemetry materials as may be needed for new services or to modified existing ones.
The role understands current platform offerings and services and can participate in forward planning activities designed to create the next generation of communication services to be introduced to IT and EY end users.
The role is an individual contributor and is managed by the Skype Operations Team Lead in Collaboration Operations for GCSM.
Your key responsibilities
to hold said provider accountable and to maintain service quality measures aligned to the team’s remit Supports each collaboration service in the end to end usage within the IT Infrastructure including capacity management for associated servers, storage or network bandwidth, software and patch revisions, and current disposition of telemetry thresholds as part of the health dashboard of all services under Skype Operations’ alignment.
Provides a proactive escalation of findings to managed services providers and others in IT
Collaborates across IT specifically with the Domains on all priority (P) and severity (S) assigned designated incidents inclusive of P1S1 (highest priority and severity) Partners on Level 4 within the Domain’s Global End User Technology Services (GEUTS) to support more advanced restorative and other service management activities in a manner which allows for seamless solutioning between and among groups Adheres to agreed internal Service Level Agreements (SLA) measurement timeframes for incident resolution and other actions to restore operational readiness and maintain service continuity Updates all service documentation inclusive of Production Support Procedures (PSPs), operating manuals, topology diagrams and telemetry.
Depicts current environment and captures change modification as part of documentation lifecycle efforts
Identifies anomalies, as well as progresses improvements to mean-time to repair to drive service efficiencies Uses in an appropriate manner industry standards such as Information Technology Infrastructure Library (ITIL) to review mediation and other processes and propose improvements for such matters as outage triage
Understands the impact GCSD has on GIS and IT goals and objectives to that of its internal and external clients
Analytical / Decision Making Responsibilities The role requires strong analytical skills to probe for understanding and to make sound decisions to address common connectivity or broader functionality issues that may affect a portion or entire business unit usage of collaboration services.
The role requires consultative questioning, influence management and critical thinking skills to understand a current problem or directive, approve or suggest solutions that will properly resume service delivery or implement change in a manner that minimizes risk and financial exposure.
The role looks beyond stop gap’ measures and seeks to prevent reoccurrence or improve a process that is both effective and supporting the value to the business as well the forward thinking of the next generation of services.
Supervision Responsibilities The role is an individual contributor and is managed by the Team Lead for Skype Operations in Collaboration Operations.
Skills and attributes for success
Uses these relationships to connect colleagues with technical expertise and challenge insightfully to improve services and propose credible options in solutions to position Collaboration Operations as a service unit.
functional and cross-technology technical problems or to recognize and position improvement opportunities to properly support the mandate of Skype technical support
Works across organizational boundaries to problem solve using advanced oral and written English communication skills.
direction and autonomy as needed in a remote working or work from home arrangement. The role may also require the periodic allocation of additional time on the job and periodic travel to ascertain that multiple demands and escalating issues are managed in a timely manner to restore services or to participate in team and business related meetings.
To qualify for the role, you must have
Ideally, you'll also have
What we look for
We look for high performers, who consistently deliver quality work while continually looking for ways to improve. We want you to have a clear sense of personal and professional accountability, and know how to build relationships by doing the right thing.
We look for people who demonstrate drive, vision and determination and are passionate about helping our clients achieve their goals.
We want people who understand the challenges of working in a professional services environment, and are focused on achieving and delivering the best for our clients.
What working at EY offers
We offer a competitive compensation & benefits package and different rewards program like travel opportunities, awards & recognitions, loyalty awards.
EY is committed to doing its part in building a better working world, thus, the organization promotes continuous learning and development opportunities by providing in-
house technical and supplemental training related to each role, as well as promoting developmental programs, such as mentoring activities, projects, and the like, which will aide in our employees’ succession planning and career advancement.
Talk to anyone at EY and they’ll tell you what a rewarding place it is to work. As you collaborate with colleagues in our high-
performing teams, you gain exposure to some of the most complex and stimulating situations in the business world.
For us, it’s vital you share our goals so we can work together to achieve success.
As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world.
That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better.
Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Make your mark.