Global Technology Services is one of the largest shared service centers for IT infrastructures ensuring the 24/7 quality and continuity of our infrastructures and their resilience to incidents, aligned with RESG/GTS norms & standards in the areas of: End User Support, Database & Systems Administration, Data Centre Services and Command Centre.
Department / Project Overview – CCS Team part of GTS under the area of End User Support provides services like Telephony,Contact Centre Conferencing (Audio, Video), WebEx, Voice Recording, IVR, MS Teams, Skype
Key Responsibilities –
-Good Knowledge on Windows enterprise setup including SFB2019, MS Teams,Lync server 2013, DNS conepts, Authentication mechanisms
-Good knowledge on Messaging platform and delivery, using tools and scripting. (Monitoring tools, Powershell scripting ..etc) for automating the process for incident/request management
-Should be good at Skype Telephony, response groups
-Good Troubleshooting knowledge on Skype client logs, monitoring dashboard
-Need to undergo necessary trainings and perform certifications
-Work under pressure and fast-paced environment to resolve issues quickly and ensure the daily operation is smooth.
-Perform BOD /EOD controls / Health check to assure Skype infra services are in optimal condition before the start of BAU activities.
-Perform Operational Procedures provided to support Health check and/or Monitoring of Skype related (Lync services, Anywhere 365, KHIs, Voice Gateway) infrastructure.
-Create and maintain technical documentation for support applications
-Provide support and administration for Skype infrastructure
-Provide prompt support for the Skype client issues, call disconnection issues escalated by helpdesks
-Participate regional or global projects on Skype infra side
-Proficiency and ability to understand, write and develop Scripts (Vbscript, PowerShell, WMI or any other industry specific scripting knowledge is a added advantage) for improving the daily process or operations for Skype infra
-Change management to be followed and execute the changes[Skype telephony/response group migration]
-Able to understand the calls flows/SIP singalling and ablity to resolve the voice related issues
Delivery and Operations
• Ensure quality of the delivery of services provided according to specific and defined KPIs & SLAs.
• Oversee levers to improve efficiency on existing perimeter. Develop culture of efficiency.
• Ensure production functions are of quality.
• Standardized and regular reporting /Dashboard for production activities.
• Ensure operational risk management/reporting (risk matrix/capacity management, skills matrix, regulatory risk, compliance,).
• Ensure local strategy follows global strategy. Harmonize tooling and process accordingly.
Why join us
“We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”
At Société Générale, we are convinced that people are drivers of change, and that the world of
tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious.
Whether you’re joining us for a period of months, years or your entire career, together we can have
a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.
If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a
daily basis and develop or strengthen your expertise, you will feel right at home with us!
You should know that our employees can dedicate several days per year to solidarity actions during
their working hours, including sponsoring people struggling with their orientation or professional
integration, participating in the financial education of young apprentices and sharing their skills with
charities. There are many ways to get involved.
We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.