Operations Engineer

Delhi - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

At EY youll 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 were 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 SBCs 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 well develop you with future-focused skills and equip you with world-class experiences. Well 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.

EY Building a better working world

EY exists to build a better working world helping to create long-term value for clients people and society and build trust in the capital markets.

Enabled by data and technology diverse EY teams in over 150 countries provide trust through assurance and help clients grow transform and operate.

Working across assurance consulting law strategy tax and transactions EY teams ask better questions to find new answers for the complex issues facing our world today.