Titel

Technical Support Engineer Skype

Organisatie

Oil and Gas

Achtergrond opdracht

This role is a pivotal function within the organization. The calibre of individual will be a Technical Support Skype engineer with an analytical mindset to be able to review key performance statistics in relation to Voice Quality (VQ) at various levels.

 Process

  • There will be a requirement to define working process for managing the VQ with internal teams and partners.
  • Process for monitoring back end performance and the Eco systems for Skype for optimum performance.
  • Responsible for ensuring continual improvement
  • Need to develop a program of continual and measurable improvement for Voice Quality and general Skype performance.
  • To report progress against that plan to Operations Management.
  • To set up a Operations Forum to review performance, present outputs and obtain steer.


Responsibilities

  • Proactive Management
  • Setting up targeted reporting as per the VQ Concept methodology and other deemed necessary reports (above and beyond base reporting).
  • Baselining data / reports to set targets for VQ.
  • Monitoring back end performance for Lync / Skype for Business and measuring against target
  • Reviewing the targets periodically.
  • Having access to monitoring systems and being proficient in interpreting the VQ metrics and back end data such as SCOM and coming up with improvement areas.
  • Regular audits of performance metrics to ensure incremental improvements.
  • Using tooling proactively to identify if issues flagged by measured data are resulting in user experience issues, and prioritising remediation work appropriately.
  • Managing improvement initiatives with suppliers / internal teams to drive VQ performance improvements.
  • Raising proactively identified issues to the relevant resolver groups with clear data on root cause or potential root cause obtained from monitoring systems.
  • Chasing down improvement initiatives within the client cross functional areas and supplier.

 Reactive Management

  • Providing support to teams during an incident / situation to help diagnose root cause of an issue so that it can be passed to relevant resolver groups within 3rd party supplier teams.
  • Having a structured methodology in place to drive to root cause / trouble shooting for VQ at various levels (user, site, network etc.).
  • Set up tools / dashboards in line with troubleshooting methodology to aid fast root cause analysis.

 Reporting

  • Provide targeted management reports showing VQ performance and general Skype performance over time (Trend reporting)
  • Provide targeted working level reports to manage supplier and solution performance
  • Create new reports as required and become proficient to create own reports
  • Create reports based on User Satisfaction surveys

Functie eisen

 Communications Materials

  • Initiate the sending of targeted comms material to users or groups that need information to improve their VQ experience
  • Working with Engagement Team to:
    • Ensure users impacted by operational voice quality issues are communicated to in a timely manner.
    • Target appropriate user groups with behavioural change messages.

  • Liaise with Supplier Management teams to ensure our supplier is meeting SLA and performance targets
  • Liaise with supplier technical and service teams
  • Interface with supplier to review Skype performance as needed
  • Interface to Microsoft and other Eco System suppliers Systems to be Used
  • Power BI
  • MS Excel
  • Lync / Skype Monitoring Server
  • PowerSuite (by Unify Square) to include Voice Quality, Synthetic Transactions and SDN
  • Aternity
  • Riverbed
  • SCOM
  • Skype Heartbeat             

Opdracht informatie

Interested? Please send us asap your recent CV (Word) + a motivation for this role, both in English, together with your availability and all-in hourly rate, VAT (BTW) excluded.

Gerelateerde opdrachten

Voor IT Management & Support