Job
Description
Role Overview: At EY, you will have the opportunity to build a career tailored to your unique abilities and aspirations. With the support of a global network, inclusive culture, and advanced technology, you can strive to become the best version of yourself. Your individual voice and perspective will contribute to enhancing EY's capabilities and fostering a better working world for all. Join us in creating an exceptional experience for yourself and making a positive impact on the world. Key Responsibilities: - Provide support for daily operations related to Telephony, SBC, EFAX, Genesys & TEC services. - Capture, triage, troubleshoot, and resolve issues, escalating when necessary and engaging third parties as required. - Handle Level 3 service requests and operational activities. - Monitor system alerts and notifications, responding through service requests as needed. - Collaborate with escalation teams during high-risk incidents or projects. - Adhere to engineering methodologies, standards, and best practices. - Offer feedback on engineering methodologies and user requirements. - Produce concise and tailored documents for various audiences. - Recommend process engineering and operational improvement initiatives, including automation tooling and service enhancement for vendors. - Execute tasks related to incident resolution and application environment maintenance. - Coordinate with teams to develop corrective actions or workarounds for major incidents. - Respond to system health alerts and perform scheduled maintenance tasks. - Follow EY and ITIL guidelines for Incident, Problem, and Change Management. - Ensure all work is documented in accordance with required standards and procedures. - Assist senior team members in researching and developing new products and technologies. - Conduct root cause analysis and propose service improvement solutions. Qualifications Required: - Demonstrable basic knowledge of key products such as SBC, Telephony, Genesys & Teams calling. - Understanding of SIP call flow concepts. - Hands-on experience with appliances like AudioCodes SBCs, Cisco Voice Gateways, and Audio code routing manager. - Experience in platform support on Windows platforms and Azure cloud is advantageous. - Knowledge of Genesys pure cloud and call flow operations. - Basic understanding of operating systems and platforms like Microsoft Windows. - Familiarity with networking concepts including LAN/WAN/DMZ & VPN, Quality of Service, Call Admission Control, and routing. - Proficiency in troubleshooting tools and techniques related to networks and systems. - Experience supporting applications, platforms, and services in various environments. - General understanding of IT security concepts in production environments. Note: Additional details about the company were not present in the job description provided.,
