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This role is a pivotal function within the organization. The calibre of individual will be a Technical Support Skype engineer with an analytical mindset to be able to review key performance statistics in relation to Voice Quality (VQ) at various levels.

 Process

• There will be a requirement to define working process for managing the VQ with internal teams and partners.
• Process for monitoring back end performance and the Eco systems for Skype for optimum performance.
• Responsible for ensuring continual improvement
• Need to develop a program of continual and measurable improvement for Voice Quality and general Skype performance.
• To report progress against that plan to Operations Management.
• To set up a Operations Forum to review performance, present outputs and obtain steer.

Responsibilities

• Proactive Management
• Setting up targeted reporting as per the VQ Concept methodology and other deemed necessary reports (above and beyond base reporting).
• Baselining data / reports to set targets for VQ.
• Monitoring back end performance for Lync / Skype for Business and measuring against target
• Reviewing the targets periodically.
• Having access to monitoring systems and being proficient in interpreting the VQ metrics and back end data such as SCOM and coming up with improvement areas.
• Regular audits of performance metrics to ensure incremental improvements.
• Using tooling proactively to identify if issues flagged by measured data are resulting in user experience issues, and prioritising remediation work appropriately.
• Managing improvement initiatives with suppliers / internal teams to drive VQ performance improvements.
• Raising proactively identified issues to the relevant resolver groups with clear data on root cause or potential root cause obtained from monitoring systems.
• Chasing down improvement initiatives within the client cross functional areas and supplier.

 Reactive Management

• Providing support to teams during an incident / situation to help diagnose root cause of an issue so that it can be passed to relevant resolver groups within 3rd party supplier teams.
• Having a structured methodology in place to drive to root cause / trouble shooting for VQ at various levels (user, site, network etc.).
• Set up tools / dashboards in line with troubleshooting methodology to aid fast root cause analysis.

 Reporting

• Provide targeted management reports showing VQ performance and general Skype performance over time (Trend reporting)
• Provide targeted working level reports to manage supplier and solution performance
• Create new reports as required and become proficient to create own reports
• Create reports based on User Satisfaction surveys

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