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Lead System Engineer- Verba & Teams

Société Générale -
Bengaluru, Karnataka

Apply Now

Job details

Permanent | Contractual / Temporary

Qualifications

Azure
English
Microsoft Office
IVR
Project management
Continuous improvement
SharePoint
Communication skills

Full job description

Responsibilities

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 –

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.

Profile required

Mandatory Skills / Experience

Proven hands-on experience in managing Microsoft Teams and Microsoft Teams Rooms (MTR) across Lenovo and Cisco platforms.
Strong understanding of Office 365 services, including SharePoint Online, Microsoft Teams, and OneDrive for Business.
VERBA - Call recording knowledge is an added advantage
Azure knowledge is highly preferred.
Ability to adapt communication style to diverse audiences, build rapport, and remain composed under pressure or during escalations, leveraging advanced oral and written English communication skills.
Excellent verbal and written communication skills, including cross-cultural communication and the ability to draft clear, effective documentation and correspondence.
Demonstrated ability to collaborate effectively with teams across multiple cultures, countries, and time zones.

Why join us

“We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”

Business insight

At Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious.

Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices and sharing their skills with charities. There are many ways to get involved.

We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection

Diversity and Inclusion

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Apply Now

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