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 and Audio conference services. 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 Ability to work well within a multi-disciplinary team structure, but also independently. Ability to work with 3rd party vendors (i.e. PSTN carriers, Cloud, AT&T, IBM) for escalation of issues. Demonstrates analytical and systematic approach to problem solving. Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences. Personal drive to improve and develop as well as ability to improve work processes, find automation opportunities and areas for improvement. Responsible to plan, schedule, and monitor work activities in order to meet time and quality targets. Responsible to absorb rapidly new technical information, business acumen, and apply it effectively. Outstanding management, interpersonal, communication, and organizational skills. Flexibility to adjust to multiple demands, work shift priorities, ambiguity, and rapid change. To qualify for the role, you must have Demonstrable basic knowledge of key products such as SBC, Telephony, Voice over IP, Public Switched Telephone Network, Internet & Cloud computing. Knowing Concept about SIP call flow Hands-on experience in different appliances like AudioCodes SBC’s, Cisco Voice Gatewaysand 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 Understanding basic of database technologies (MySQL, MSSQL) etc. Demonstrable intermediate to advanced knowledge 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 as they relate to production environments. Ideally, you’ll also have Possesses fundamental knowledge of ITIL to recognize appropriate aspects in the Incident, Problem, Change and Availability processes as it related to Data Network activities and workflows. Maintains solid interpersonal skills to engage in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence. Uses these relationships to partner with colleagues based on technical expertise and challenge insightfully to improve connectivity and propose credible options in solutions Possesses an advanced knowledge of the Service Now system to record incidents and remediation as well as appropriately use the tool’s features and functions. Participate in a variable shift pattern/on-call rotation as needed. Flexibility in scheduling with a willingness to work extra non-standard hours on occasion. Ability to work well within a multi-disciplinary, multi-cultural team structure, but also independently. Strong interpersonal and verbal and written communication skills. Ability to meet agreed deadlines, with demonstrable productivity. Education: Bachelor's degree holder Experience: Approximately 5 to 7 years of experience in collaborations technology support in large complex network environments. What We Look For Friendly, engaging, openminded team players, who are passionate about helping people, and enjoy using technology to enable solutions. What We Offer Continuous learning: You’ll develop the mindset and skills to navigate whatever comesnext. Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way. Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs. Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs. 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. 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