EY Skype Service owner technical assistant in Kerala, India

Title: Skype Service owner technical assistant

Location: IN-Kerala-Trivandrum

Job Number: GSS0039U

Job Summary:

As a technical assistant you support the service owner for Skype endpoints and PBX transition managing the service offering. You own and maintain the product catalog from the commercial side. As the single point of contact you assist countries to select the right products from our product catalog and ensure requirements of a country in regards of our products are fulfilled. User training material such as manuals, videos, FAQ’s are under your ownership and you work close together with people creating and maintaining these. You’re an active contributor in our Yammer community and feedback recurring user requirements and issues to the service owner. Our assets, their lifecycle as well as monitoring of global purchases are under your responsibility.

Essential Functions of the Job:

· Single point of contact for Skype endpoint product catalog to key stakeholders in the countries

· Ownership and maintenance of our Skype for business accessories showroom.

· Owning of contracts, pricing agreement and ordering information

· Supervising of our user documentation

· Owning skype endpoint asset overview and lifecycle

· Reporting & monitoring endpoint purchases across countries globally

Analytical/Decision Making Responsibilities:

Listening and understanding country specific requirements and making right recommendations. Owning and adjusting our product catalog to the requirements of our business.

Knowledge and Skills Requirements:

Soft skills

· Good English skills in speech and writing

· Communicative personality

· Strong teamwork and collaboration skills

· Excellent documentation skills

· Self-supporting and independent attitude

· Taking ownership

Technical/Functional skills

· Experience 1 Years with Skype endpoints and headsets

· Basic understanding of legacy telephony and Skype architecture

· Experience in MS SharePoint based web page administration

· Intermediate to expert knowledge on MS Excel 2013 is a must

· Experience in Service/Product ownership

· Business acumen, ability to engage with local business decision makers

Supervision Responsibilities:

Supervision will be provided by the Global service owner for Skype for business endpoints and PBX integration. There will be at minimum weekly meetings to coordinate activities and share information. Annual goals will be defined and reviewed twice per year (mid-year review, year-end review).

Other Requirements:

You will work in a virtual team supported by team members in a rationalized amount of locations.

Job Requirements:

Education:

Ideally you have a degree in Computer/communication technology, or you have a basic education in business administration and product specific certifications for MS Excel, SharePoint etc.

Experience:

1 years of IP Telephony support and engineering experience

Certification Requirements:

See Education, Knowledge and Skill requirements

Note:

This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.



Qualifications:

Essential Functions of the Job:

  • Manages a global team of Technicians in the performance of technical services aligned to the Lotus Notes Domino suite of products to maintain that the technology is reliable, available and that restorative actions are appropriately conducted
  • Oversees the use of the Information Technology Infrastructure Library (ITIL) framework to recognize appropriate aspects in the Incident, Problem and Change process as part of restorative and continuous improvement measures. Guides the identification of service improvement opportunities therein.
  • Manages the team in appropriate technical engineering activities and advanced support services to drive the modification (as needed) and to maintain Lotus Notes based communication technologies aligned to EY’s end user and business requirements.
  • Oversees the activities based on service maintenance as a priority (including security aspects) as well as the severity of any issue aligned to the Service Level Agreements (SLA) from EY key business areas. Provides direction during service escalations up to and including top tier incidents in priority and severity (P1S1)
  • Manages specific project activities and assigns the team in the execution of deliverables aligned to complex integration of new and enhanced Domino services as well as basic modifications to current as part of the integration activities of the team for upgrades and retirement of versions or infrastructure.
  • Defines and documents roles and responsibilities of the individual integration teams, including reviews and signoffs by the team leads, to maintain point to point control throughout the implementation project’s lifecycle.
  • Guides the identification of cost reduction and other efficiencies in the retirement of components of the Domino Infrastructure or the associated cost of introduction for new and enhanced version
  • Identifies and captures all risks and potential for service impacts associated with the new or modified Domino messaging services, assign ownership and tracks to verify all actions as approved and signed off by appropriate business leadership with the authority to do so prior to deployment into actual live production.
  • Acts as a thought leader and partners with GIS teams such as those in Global Operations on wide reaching technology related issues such as major outage discussions (P1S1 incidents) or in meetings identifying efforts to restore overall IT services. Offers sound ideas to mitigate future reoccurrence and impacts to EY businesses.
  • Develops an understanding of EY’s business, the interconnectivity to IT’s operating model and the forward strategy for improvements and strategic enhancements to maintain thought leadership in guiding conversations on Lotus Notes Domino services and the controlled integration of those messaging services as well as other pipeline technologies.
  • Shares best practices with team and peers in the implementation of best practices to promote continuous improvement within the assigned team and cross unit consistencies and efficiencies between IT departments and Domino services overall.
  • Manages direct reports and other members of staff to the highest level of performance, selects and recommends staff for hiring, aligns responsibilities and objectives to abilities and coaches performance to achieve success and maintain the team’s effectiveness in day to day messaging implementation services

Analytical/Decision Making Responsibilities:

The role requires a strong analytical acumen and solution orientation to influence and manage the specific complex messaging service activities across all geographic regions for the IT organization and to drive, as appropriate, a global solution or direct and escalate the need for a regional exception or modification. The role possesses critical thinking skills to understand a current technical problem, approve or suggest solutions that will properly provide a service and user/business access as well as minimize risk and drive financial efficiency and service improvements. The role’s insight and proposals within Lotus Notes Domino services should look beyond ‘stop gap’ measures and seek to make technical decisions in a manner that is both effective and supporting the value to the business in areas of continuous improvement.

Knowledge and Skills Requirements:

  • Manages the team and integration projects by delegating work effectively, escalating when appropriate and using proper resources and sound project planning. Utilizes the proper time and project management disciplines across a diverse culture and multiple time zones. Resolves team conflicts with a proven ability to implement and communicate difficult decisions as well as provide individual or team mentoring as appropriate.
  • Maintains solid interpersonal skills to engage strategically with peers and other senior executives of the firm, in cross business discussions within a matrixes, geographically dispersed organization and to build a solid network for collaboration and knowledge sharing. Uses these communication skills to challenge insightfully to improve the messaging services within the Lotus Notes Domino suite of services, propose credible options, maintain core services, and position Messaging Services overall as a quality support function.
  • Projects solid consultative skill to conduct effective questioning to break down complex issues into core elements, formulate appropriate solutions or planning and negotiate those ideas for restoration internally and with vendors in an effective manner. Advances a cooperative engagement by all levels of the organization including senior and/or executive management.
  • Manifests a strong analytical and problem solving ability to negotiate and support complex and conflicting issues , handle ambiguity as well as multiple and shifting priorities and to drive Domino related solutions that are both financially sound and operationally feasible.
  • Adapts communication style to the style of others. Develops rapport and remains calm under pressure. Builds strong relationships across all levels of a matrixed, geographically and culturally dispersed organization using advanced oral and written English communication skills. .
  • Maintains a comprehensive knowledge of the core business and financial drivers of EY’s service lines as well as the operating environment within IT. Works with peers and others in such as those within Regional Infrastructure Services (RIS) and other country and service specific IT groups to support the proper recognition of issues or to proactively position improvement opportunities in the process and operating procedures for Lotus Notes Domino services as well as in the engagement with others in the area of continuous improvement in messaging services overall.
  • Possesses a solid working knowledge of the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the Incident, Problem, Change and Availability processes where improvements to the operational readiness model aligned to messaging services can better support the team in deploying new services into production with no service interruptions. Supports the team in ITIL familiarity and/or certification for select members of staff as needed or necessary.

Supervision Responsibilities:

The role manages the Domino Technicians supporting Tier 3 (L3) high visibility restoration activates and requires seasoned management skills inclusive of recommending staff to hire, setting objectives, reviewing accomplishments, coaching for success and counselling for improvement. Assigned staff may be remote based and/or in a work from home setting that will require distance management skills across locations, cultures and time zones. The role is also expected to influence and engage as part of vendor management specific to restoration actions or service enhancements The role itself is generally guided by the Domino & Secure Messaging – Global Lead.

Other Requirements:

The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues or to accommodate teams or staff in other time zones. Given the global nature of the aligned remit, the role will require travel to reach both staff and business partners and leadership across geographies.

Job Requirements:

Education:

A Bachelor’s degree in Computer Science or related discipline, or equivalent work experience required

Experience:

Approximately 8 to 10 years of experience in support of IT technical services inclusive of management and general IT security policies with progressively advancing levels of responsibilities.

Approximately 5 years of experience with the relevant Lotus Notes Domino suite of services in a global setting.

Approximately 2 years of experience managing and mentoring a team of IT advanced (L3) engineers and technical specialists

Certification Requirements:

ITIL Certification is preferred but can be sourced from within the team