Senior Technical Support Skype engineer
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We are currently searching for a Technical Support Skype Engineer to work in Den Haag, The Netherlands for 6 months plus extensions. This is a fantastic contract opportunity for a large multi-national client.
Responsibilities
* Proactive Management o setting up targeted reporting as per the VQ (Video Quality) 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 Shell cross functional areas and supplier
Reactive Management
* Providing support to the team 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
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 Shell Operations Forum to review performance, present outputs and obtain steer.
Communications Materials
* Initiate the sending of targeted comms material (via relevant Business Readiness teams) 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. Interfaces
* To manage and maintain relations with the following areas:
Michael Bailey International is acting as an Employment Business in relation to this vacancy.
