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Platform Operations – Microsoft Voice Operations Support Manager

Apply now Job no: 505143
Work type: Permanent
Location: Singapore
Categories: Central Services

Microsoft Voice Operations Support Manager is a member of the Digital Workplace Chapter within the Platform Operations group. This role is responsible for operational support of Microsoft voice technologies including Skype for Business and Microsoft Teams and associated technologies. The Microsoft Voice Operations Support Manager plays a lead role in operational voice and unified communications issues across country borders, while representing the Platform Operations - Digital Workplace Chapter. The role is responsible for maintaining and continuously improving the operational steady-state of the underlying services.

This support team is primarily responsible for the support and maintenance of Office 365 functionality, including voice services, leveraged globally. The ITS Global Operations strategy leverages both internal service providers and third party suppliers to deliver the maximum business value from IT infrastructure and service investments. The core functions of the Office 365 Operations team are: installation, administration and support of global services.

Skills or knowledges required to perform this role:
• Expert level knowledge of Microsoft voice and related technologies: Direct Routing, PSTN Conferencing, Cloud Voice Mail, Cloud Auto Attendants and Call Queues configuration and Teams Phone System client VoIP support
• Understanding of the following products: Microsoft Skype for Business, Microsoft Exchange and    Exchange Online and the M365 suite of applications is a plus
• A pro-active nature and an overall high level of creativity, plus a problem-solving mentality;
• Takes firm and decisive action when a situation requires intervention
• Makes decisions independently, without unnecessarily referring to others and with minimal management supervision
• Shows and instills enthusiasm in others to achieve desired results
• Encourages others to maintain a consistent and steady motivation or pace
• Consults others regularly on matters relevant to them
• Initiates smarter ways of working by making improvements to processes and looking for efficiency enhancements
• Provides clear rationale and supporting data to justify recommended solutions
• Considers the practicalities and costs involved when proposing a solution to a problem
• Identifies and assigns roles and responsibilities so that the best service possible is delivered to the client
• Manages conflicting demands and priorities
• Pro-active and high level of creativity and problem-solving mentality
• Manages client expectations over level and speed of service

The ideal candidate should possess:
• 5+ years’ experience in working in a corporate environment with 5 years or more experience working with Microsoft Voice (Lync/Skype for Business/Teams)
• BSc. degree from an accredited college/university in a related field (e.g. Engineering, Computer Science) or equivalent experience.
• Demonstrable experience with troubleshooting in complex enterprise environments
• Experience of working in a multicultural environment and virtual teams
• Experience working in a global environment preferred
• High English Language Speaking, Reading and Writing Proficiency – Proficiency in the English language reading, writing, and speaking
• Excellent documentation skills and the ability to effectively present information to top management
• Excellent communication and presentation skills, especially in English

Only shortlisted candidates will be contacted by KPMG Talent Acquisition team, personal data collected will be used for recruitment purposes only.

At KPMG in Singapore we are committed to creating a diverse and inclusive workplace. We believe that diversity of thought, background and experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. As an equal opportunity employer, all qualified applicants will receive consideration for employment regardless of age, race, gender identity or expression, colour, marital status, religion, sexual orientation, disability, or other non-merit factors. We celebrate the different talents that our people bring and support every staff member in their journey to achieve personal and professional growth. One of the ways we do this is through Take Charge: Flexi-work, our flexible working framework which enables agile and innovative teams to help deliver our business goals.

Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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