Our client is a leading, global provider of services in communications productivity. For their operations in Hungary, they are looking for a Communications Operations Specialist. This is a full-time, hybrid role with time shared between onsite in Budapest and working from home.
The ideal candidate will be someone with a strong career interest in professional improvement focused on Real-Time Communications technologies and new technologies. You need to be comfortable working in a team with a diverse skill set, location, and culture across different countries.
REQUIREMENTS
Proven experience in managing service requests and incident tickets in an enterprise-level ITIL service management platform.
Demonstrable experience in playing a 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.
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.
Educated to Bachelors degree level in Computer Science, or a related discipline, or equivalent experience and certifications
Beneficial Microsoft certifications in relevant technologies
Beneficial Cisco certifications CCNA, CCNA-Voice, CCVP
Minimum of 2 years experience working in an IT support organization in an Enterprise
environment. Financial services sector experience beneficial.
THE ROLE
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 compliance capturing platforms, Skype for Business and related UC applications and system as well as supporting technologies including compliance capture, integration with our telephony and video conferencing backbones.
RESPONSIBILITIES
Responsible and accountable for proactively monitoring and troubleshooting 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.
Proactively address potential issues before they become service-affecting
Escalate issues to the appropriate resources
Input and manage service requests and incident tickets through to closure
Performing security administration tasks, such as certificate renewals, periodically in line with agreed service levels
Performing disaster recovery testing periodically in line with agreed service levels
Patching, maintenance, and remediation and providing support of the release of changes into the production environment for managing and improving the operational run books and supporting documentation