Lead System Engineer- Verba & Teams

Global Technology Services is one of the largest shared service centers for IT infrastructures ensuring the 24/7 quality and continuity of our infrastructures and their resilience to incidents, aligned with RESG/GTS norms & standards in the areas of: End User Support, Database & Systems Administration, Data Centre Services and Command Centre.

Department / Project Overview – VCS Team part of GTE under the area of End User Support provides services like Telephony, Contact Centre Conferencing (Audio, Video), Voice Recording, IVR and MS Teams

Key Responsibilities

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• Microsoft Teams Rooms (MTR) Management

• Configure, maintain, and troubleshoot MTR solutions on Lenovo and Cisco platforms.

• Ensure seamless integration with Microsoft Teams and related collaboration tools.

• Audio-Visual (AV) Infrastructure

• Provide hands-on support for AV systems in meeting rooms and collaboration spaces.

• Oversee installation, setup, and maintenance of AV equipment.

• Conduct proactive monitoring and health checks for optimal performance.

• Incident, Service Request, and Change Management

• Manage BAU operations including incident resolution, service requests, and change implementation.

• Adhere to ITIL processes and organizational standards.

• VERBA Call Recording Platform

• Administer and maintain VERBA call recording systems.

• Ensure compliance, data integrity, and availability of recorded sessions.

• Microsoft Teams Expertise

• Utilize Microsoft Teams Admin Center (TAC) for advanced troubleshooting and configuration.

• Monitor Teams performance and resolve escalated issues promptly.

• Proactive Monitoring and Reporting

• Perform daily health checks for MTR and AV systems.

• Generate performance reports and recommend improvements.

• Project Support

• Assist with upcoming projects such as training room and cafeteria refurbishments.

• Collaborate with cross-functional teams to deliver AV and collaboration solutions.

• Documentation

• Maintain accurate documentation of configurations, processes, and troubleshooting steps.

• Contribute to knowledge base for continuous improvement.

Delivery and Operations • Ensure quality of the delivery of services provided according to specific and defined KPIs & SLAs. • Oversee levers to improve efficiency on existing perimeter. Develop culture of efficiency. • Ensure production functions are of quality. • Standardized and regular reporting /Dashboard for production activities. • Ensure operational risk management/reporting (risk matrix/capacity management, skills matrix, regulatory risk, compliance,). • Ensure local strategy follows global strategy. Harmonize tooling and process accordingly.