Description
We are currently searching for a Technical Support Skype Engineer to work in Den Haag, The Netherlands for 6 months + 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/troubleshooting 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.