Operations Engineer
EY
Date: 3 hours ago
City: Bengaluru, Karnataka
Contract type: Full time
At EY, we’re all in to shape your future with confidence.
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
At EY, we’re all in to shape your future with confidence.
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
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.
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
At EY, we’re all in to shape your future with confidence.
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
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 partiesas 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.
- 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
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
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