Unified Communications Specialist

2 weeks ago

Singapore KINLY Full time

The Real Time Communications Service Operations team provides the 2nd/3rd line support for the following production services: Instant Messaging, Group Chat, Video Conferencing, Web conferencing, Video Sharing, Webcasting, and the compliance capturing platforms. The team is responsible for the end to end product ownership, service design, support for client and server issues, investigating service related Incidents for full RCA and remediation of eDiscovery compliance issues.

**RESPONSIBILITIES**

Responsible & accountable for proactively monitoring the Real Time Communications production operations environment. The individual will utilize monitoring tools and proactively address and/or escalate service related issues in addition to keeping a pulse on trending user issues. Real Time Communications Service Operations is a “follow the Sun” organization in which each region is responsible for global operations during their respective business hours.

The Specialist will be responsible for:

- The monitoring, troubleshooting and resolution of issues within Real Time Communications platforms, supporting services and dependencies
- Proactively address potential issues before they become service affecting
- Work with Real Time Communications SMEs to obtain a thorough knowledge of the Real Time Communications environment
- Escalate issues to the appropriate SME resources
- Input and manage service requests and incident tickets through to closure
- Performing security administration tasks, such as certificate renewals, on a periodic basis in line with agreed service levels
- Performing disaster recovery testing on a periodic basis in line with agreed service levels
- Patching, maintenance and remediation on the Real Time Communications platforms and supporting services
- Providing support of release of changes into the production environment for managing and improving the operational run books and supporting documentation

**ROLE REQUIREMENTS**
- Experience with managing service requests and incident tickets in an enterprise level ITIL service management platform
- Demonstrable experience in playing leading role in a global level 1 or 2 or similar team and working within an ITIL or similar process
- Understanding of monitoring systems (Tivoli, Netcool, SCOM 2007/2012, Nectar etc.)
- Understanding of Windows and/or Unix environment administration, including SQL administration experience
- Broad knowledge of Microsoft products and technologies
- Strong career interest with a focus on professional improvement focused on Real Time Communications technologies
- Comfortable working in a team with a diverse skill set, location and culture across different countries
- Must be adaptable and quickly understand the new technologies / emerging markets
- Excellent communication skills, with the ability to listen, understand and present clear solutions to problems
- Proven track record in problem solving, within a medium to large enterprise environment

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