A senior technical operations role at the Expert level within the Microsoft Centre of Excellence, with a specialisation in UC/Skype for Business Customer solution delivery and 3rd Line support to operational teams within the Enterprise Service Desk.
To play a contributing role in the delivery of our clients aims and objectives, including the participation and promotion of partnership, working with other internal teams and 3rd parties in the provision of services.
To contribute to the achievement of high standards of performance against Corporate and function specific performance indicators, coaching other members within the Microsoft Centre of Excellence to achieve the same high standards.
The Senior UC Engineer is an expert level technical role. Deep technical understanding of the MS Collaboration Suite and underlying infrastructure enabling them to manage more complex and sensitive solution deliveries. Exceptional performance against agreed Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), Service Level Agreements (SLAs) and Service Level Targets (SLTs). Coaching and mentoring of more junior and/or less experienced members of the function.
Delivery – Deployment of complex, bespoke and strategically important Microsoft based solutions for new and existing customers. A particular specialisation in UC/SfB solutions and their underlying infrastructure.
Support – Support for hosted and on premise Lync/SfB customer and internal solutions, advanced troubleshooting of issues. Provides a point of escalation for support engineers.
Stakeholder Management – Significant engagement with Customers throughout the delivery process, working with and under the direction of the project manager to provide technical documentation and progress reports.
Commercial Awareness –Balances technical possibility with operational supportability and the financial impact of the decisions they make to the P&L of Customer solutions, their department and our client as a whole.
Operational Contributor – Demonstrates collaboration with peers and senior leaders, a passion for change, and contribute towards the accomplish of them. Effectively manage your priorities to meet the demands of the business.
Process Adherence – Compliance with the current processes and work procedures within their functional areas. Provide support and subject matter expertise in re-engineering processes and their effective implementation.
Learning & Development – Coach team members to ensure that the knowledge, understanding and importance of operational structure, processes, and information systems compliance is clearly understood and bought into by more junior and/or less experienced members of their function.
If you feel this role would be of interest to you, please contact a member of the 360 team on 01202 298 360 or send your CV to email@example.com
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