GDS - Collaboration Services Supervising Associate
PHILIPPINES IT development
Job description
Job Summary:
EY is a global leader in Advisory, Assurance, Tax, and Transaction Services.In our globalizing economy the availability of skills and expertise is becoming more and more distributed. Within the End User Technology Experience team, we enable EY professionals to meet the increasing pace of business by delivering productivity and collaboration solutions that empower them to work together where they want and how they want.
The Microsoft TeamsOperations 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 Collaboration Application Business support, Escalation management, Vendor management and service roadmaps and standards. Closely work with project managers, Architects, team leaders and technical leads to resolve issues which arise within projects. This role would also participate in any escalations, root cause analysis and service optimization for a given service or product.
The End User Technology Experience requires a seasoned engineer to provide technical guidance on Teams Platform solutions and O365 Cloud Services. Candidate must be a self-starter with Agile framework experience and provide RISK/Technical architecture leadership.
Essential Functions of the Job
Teams Operations:
· Effectively aid on services or incidents initiated by customers for Microsoft Teams services.
· Capture, triage, troubleshoot and resolve issues, escalate when needed, engage 3rd parties as needed to fulfil support needs.
· Demonstrate the passion and dynamism to handle potential issues on various MS Teams modalities.
· Service Health monitoring using MS 365 console and actively respond based on system alerts and notifications.
· Coordination with different escalation teams during high severity Incidents or new projects.
· Liaise with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents.
· Execution of process engineering and operational improvement initiatives, automation, efficiency for platforms/products.
· Provide input into product selection and standards, design, and certification.
· Adheres to firm’s Develops, Agile Transformation and ITIL methodologies.
· Maintain effective and consistent communication with teammates, peers and the leadership team.
· Raise risks and issues to the team technical lead, team lead and project managers whenever necessary.
· Resolve and act as escalation and coordination point for incidents and problems related to escalations from service desk and performs root cause analysis.
· Requirements gathering for design, development and deployment of a platform or product ensuring adequate resiliency.
· Experience with multi-geography, multi-tier service design and management.
· Provides operational readiness activities aligned to Microsoft Teams and potentially supporting services such as SharePoint Online and OneDrive for Business.
· Partners with the support team to work through tickets to share and document knowledge and best practices with the aim for the team to support independently.
· Provide suggestions and improvements on troubleshooting process.
· Act as Subject Matter Expert on Teams support and operational ownership.
· Identifies where concerns may exist in the ability to deliver services, and provides appropriate support.
· Perform targeted communication or training to ensure service desk staff are ready to support.
· Responsible to plan, schedule and monitor work activities in order to meet time and quality targets.
· Flexibility to adjust to multiple demands, work shift priorities, ambiguity, and rapid change.
Efficiency in documentation and presentation skills are value adds.
Knowledge and Skills Requirements:
·
Deep knowledge and experience in managing MS Teams and its modalities
·
Sound knowledge in Azure AD Group, Office 365 Platform, License Management and O365 Groups
·
Sound working experience in Office 365 Platform services in SharePoint Online, Teams and One Drive for Business
·
Good level knowledge in Voice services, MS teams Enterprise voice skills is highly desirable
·
Platform Expertise using Microsoft Graph, Power Apps, Flow and O365 Groups
·
Brings proven industry leading technical expertise in Lync, Skype for Business and Collaboration tools
·
Good understanding of the technical aspects of the product(s)
·
Ability to work with people in a variety of cultures, countries and time zones
·
Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications
·
Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using advanced oral and written English communication skills
·
3-5 years’ experience in Teams Support role
·
Certification Requirements:
Azure AD, Skype for Business, O365 or Teams Certification
Job Summary:
EY is a global leader in Advisory, Assurance, Tax, and Transaction Services.In our globalizing economy the availability of skills and expertise is becoming more and more distributed. Within the End User Technology Experience team, we enable EY professionals to meet the increasing pace of business by delivering productivity and collaboration solutions that empower them to work together where they want and how they want.
The Microsoft TeamsOperations 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 Collaboration Application Business support, Escalation management, Vendor management and service roadmaps and standards. Closely work with project managers, Architects, team leaders and technical leads to resolve issues which arise within projects. This role would also participate in any escalations, root cause analysis and service optimization for a given service or product.
The End User Technology Experience requires a seasoned engineer to provide technical guidance on Teams Platform solutions and O365 Cloud Services. Candidate must be a self-starter with Agile framework experience and provide RISK/Technical architecture leadership.
Essential Functions of the Job
Teams Operations:
· Effectively aid on services or incidents initiated by customers for Microsoft Teams services.
· Capture, triage, troubleshoot and resolve issues, escalate when needed, engage 3rd parties as needed to fulfil support needs.
· Demonstrate the passion and dynamism to handle potential issues on various MS Teams modalities.
· Service Health monitoring using MS 365 console and actively respond based on system alerts and notifications.
· Coordination with different escalation teams during high severity Incidents or new projects.
· Liaise with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents.
· Execution of process engineering and operational improvement initiatives, automation, efficiency for platforms/products.
· Provide input into product selection and standards, design, and certification.
· Adheres to firm’s Develops, Agile Transformation and ITIL methodologies.
· Maintain effective and consistent communication with teammates, peers and the leadership team.
· Raise risks and issues to the team technical lead, team lead and project managers whenever necessary.
· Resolve and act as escalation and coordination point for incidents and problems related to escalations from service desk and performs root cause analysis.
· Requirements gathering for design, development and deployment of a platform or product ensuring adequate resiliency.
· Experience with multi-geography, multi-tier service design and management.
· Provides operational readiness activities aligned to Microsoft Teams and potentially supporting services such as SharePoint Online and OneDrive for Business.
· Partners with the support team to work through tickets to share and document knowledge and best practices with the aim for the team to support independently.
· Provide suggestions and improvements on troubleshooting process.
· Act as Subject Matter Expert on Teams support and operational ownership.
· Identifies where concerns may exist in the ability to deliver services, and provides appropriate support.
· Perform targeted communication or training to ensure service desk staff are ready to support.
· Responsible to plan, schedule and monitor work activities in order to meet time and quality targets.
· Flexibility to adjust to multiple demands, work shift priorities, ambiguity, and rapid change.
Efficiency in documentation and presentation skills are value adds.
Knowledge and Skills Requirements:
·
Deep knowledge and experience in managing MS Teams and its modalities
·
Sound knowledge in Azure AD Group, Office 365 Platform, License Management and O365 Groups
·
Sound working experience in Office 365 Platform services in SharePoint Online, Teams and One Drive for Business
·
Good level knowledge in Voice services, MS teams Enterprise voice skills is highly desirable
·
Platform Expertise using Microsoft Graph, Power Apps, Flow and O365 Groups
·
Brings proven industry leading technical expertise in Lync, Skype for Business and Collaboration tools
·
Good understanding of the technical aspects of the product(s)
·
Ability to work with people in a variety of cultures, countries and time zones
·
Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications
·
Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using advanced oral and written English communication skills
·
3-5 years’ experience in Teams Support role
·
Certification Requirements:
Azure AD, Skype for Business, O365 or Teams Certification