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The opportunityThe 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•Provides operational readiness activities aligned to the continuation and stability of the production environments for Skype for Business and Lync◦Supports the operational aspects of managed services provided to EY by vendors and suppliers including, Microsoft, AT&T, IBM, and AudioCodes Ltd.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•Provides restorative and other associated activities undertaken by the team as may be escalated by other IT teams or assigned within ServiceNow, the IT service management tool◦Supports basic to more advanced levels of technical support at the first and second levels (L2 and L3) of incident remediation. 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•Provides reporting that reviews Key Performance Indicators (KPI) and Critical Success Factors (CSF) as agreed with Domain Service leads and others in IT to provide incident trend analysis and other measurements. 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•Supports new service for assigned applications as well as support changes directives from external teams such as vendors impacting the infrastructure◦Collaborates with the IT Domains and Service Owners to monitor new functionality and services and positions the team to successfully support new service’s seamless transition into production◦Provides the delivery of the key quality gate and other mile stones within the project plan to confirm the correct completion of all necessary and assigned actions required to implement a new service◦Identifies where concerns may exist in the ability to deliver services, and provides appropriate controls to manage any risks•Develops an understanding of GCSD, its forward strategy for process improvements and strategic directives to maintain the role’s position of knowledge and value to management. Understands the impact GCSD has on GIS and IT goals and objectives to that of its internal and external clientsAnalytical/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•Maintains solid interpersonal skills to engage in cross business discussions within a matrixe, geographically dispersed organization and to build a solid network of peers and others of influence.•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.•Maintains a knowledge of the assigned application platform as well as its alignment in IT end - to- end processes and operating environment to support proper recognition of cross-functional and cross-technology technical problems or to recognize and position improvement opportunities to properly support the mandate of Skype technical support•Manifests strong communication skills to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across all levels of a matrixed, geographically dispersed organization. Works across organizational boundaries to problem solve using advanced oral and written English communication skills.•Projects well-defined consultative skill to conduct effective questioning to break down complex matters into core issues, formulate appropriate ideas and materials negotiate those ideas clearly and concisely to advance a cooperative engagement by all partners of an organization including senior management, vendors and suppliers as well as peers and collaborators within IT•Manifests analytical and problem solving abilities to escalate and negotiate complex and conflicting issues in IT technical investigations, handle multiple and shifting priorities across a broad spectrum of collaboration application environments and to provide solutions that are both financially sound and operationally feasible.•Solid knowledge of the Service Now system to guide the recording of incidents and remediation as well as the tools features and functions•Knowledgeable of the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the Incident, Problem, Knowledge, Change and Availability processes and to recognize areas identified for improvements within the supported processes•The role may be supervised remotely and potentially across time zones, using telephone, email and instant messaging. As such the role requires the advanced discipline of self-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 meetingsTo qualify for the role, you must have•Proficiency in the English language•An advanced degree in Computer Science/Management or a related discipline, or equivalent work experience•Approximately 3 to 5 years of experience in advanced technology support for collaboration services and their platforms within an IT Infrastructure for a large complex and geographically dispersed organization•Approximately 2 years’ experience in Skype / Lync operating environments is preferableIdeally, you'll also have•ITIL Foundations as well as subsequent more advanced studies in same is desirableWhat we look forWe 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.