Service Owner - Avaya-MS Teams Unified Comms - Permanent

£70,000 | Hitchin | Permanent


Posted 7 days ago


Service Owner - Avaya/MS Teams Unified Comms - Permanent - up to £70k base + Benefits

A Global leading provider of Secure and touch-free access solutions are recruiting a Service Owner to support the continued development all services under the ownership of UCC's Service Owners. The services include Email & Personal Information Management, Enterprise File Services, Team Collaboration, Video & Voice and Intranet Platforms to eventually transition the whole operation from Avaya to MS Teams. Application Overview: OD4B, S4B, MS Teams, MS Groups, MS Automate (was Flow), Teamline and Avaya Telephony.

You'll lead provider meetings, ensuring the content and value of the meeting understood by all including Incident Management - Monitoring the ticket age of tickets on agreed services to keep SLA breaches to a minimum, escalation to 3 rd level/service owner of incident tickets where SLA levels breach agreed levels, Standard Request Management - Monitoring the ticket age of tickets on agreed services to keep SLA breaches to a minimum, Escalation to 3 rd level/service owner of standard request tickets where SLA levels breach agreed levels, management of all problem tickets to identify workarounds/resolutions and detail results and Management of Normal Change requests including quality checks before submitting to T&P CAB.

You'll be responsible for all escalation processes and in partnership with the technical expert ensure all escalation documentation is up to date, provide project support to identify operational considerations are kept in focus as part of the project deliverables and to critique Knowledge articles before passing to CapGemini, and identify opportunities to "shift left" support topics as well as produce weekly reports on ticket management statistics, detailing volume, priority, new, overdue and trend of tickets for the service.

You'll need extensive experience of operational support, experience of translating user requirements into a viable solution, delivering 2 nd level support and hold Certified I ITIL v3/v4 foundation.

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.