SEI is seeking a Product Support Engineer that would own production support for one or more products or infrastructure components. You would work with senior production support staff on project management, implementations, change management process adherence, and troubleshooting. You will be a contact for many stakeholders including: business owner, development team, vendor, client relationship managers, end-users (market units, operational competencies, or SME's) and the Information Technology Center (including Corporate IT).
What you will do:- Ownership of production environment for the purpose of ensuring product availability and stability
- Ensure product consistency within SEI technology standards
- Perform implementation activities such as client installs, product releases, product upgrades, new product installs, merger and acquisition activity
- Maintain/upgrade production and pre-production environments as needed
- Ensure production and pre-production environments follow industry best practices
- Production support of the environment (on hours and off hours)
- Participate and own documentation in the product lifecycle process.
- Manage multiple and concurrent projects while maintaining day to day activities
- Participate in communications via meetings and written communications.
- Participate in day to day issue management via Ticket request system
- Participation in Enterprise Change Management and Incident Management processes
- Ability to work with others in service management disciplines
- Reporting and analysis of service management performance
- On call duty (rotation), flexible working hours including weekends & holidays. Must be able to work a flexible schedule between in office and from home.
What we need from you: - BA/BS degree or equivalent experience preferred
- A minimum of 3 years prior work experience working with an application development organization; must demonstrate experience supporting systems and projects from inception through implementation
- Develop detail level project documentation; project plans, implementation plans, and project test plans.
- Develop and implement procedures for ensuring ongoing operations and proactive maintenance of the software or technology.
- On-call duty (rotation), flexible working all hours including weekends
Technical Skills- Strong understanding of SIP, RTP, and VoIP fundamentals
- Experience with codecs, QoS, and call quality troubleshooting
- Knowledge of PSTN connectivity models and number management
- Cisco Collaboration
- Cisco Unified Communications Manager (CUCM)
- Cisco Unity Connection
- Cisco gateways and CUBE
- Dial plans, route patterns, transformations, and calling search spaces
- Contact center knowledge (UCCX/Webex CC)
- Microsoft Collaboration
- Microsoft Teams Phone
- Teams Admin Center
- Calling policies, voice routing policies, and user provisioning
- Operator Connect and/or Direct Routing
- Teams room devices
What we would like from you:- Excellent oral and written communication skills are a critical requirement
- A team player and self-starter
- Requires little oversight in day to day functions
- An interest in process improvement, knowledge sharing and documentation
- Ability to be flexible to help achieve all team project goals
- Self-motivated with an ability to work well within multiple teams
- Goal oriented with an ability to complete tasks on time and within budget
- Ability to manage time and prioritize work depending on changing factors of projects and daily tasks
This team follows a hybrid schedule and work 3 days in the office.
