Location: Singapore, 01, SG
Multimedia Operations Engineer
About Swiss Re
The Swiss Re Group is one of the world's leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. It anticipates and manages risk - from natural catastrophes to climate change, from ageing populations to cybercrime. The aim of the Swiss Re Group is to enable society to thrive and progress, creating new opportunities and solutions for its clients. Headquartered in Zurich, Switzerland, where it was founded in 1863, the Swiss Re Group operates through a network of around 80 offices globally. It is organised into three Business Units, each with a distinct strategy and set of objectives contributing to the Group's overall mission.
About the Role - Provide support to Swiss Re users, according to the defined processes, policies and agreements, minimizing adverse impact of incidents and service failures on video conference operations
- Can undertake various roles, including incident and request management analyst
- Act as an expert for the corporate Multimedia area, holding knowledge related to Cisco TMS, videoconference/telepresence/audio/video infrastructure and other corporate services
- Actively participate in the global Multimedia Operations team, meetings, workshops and taskforces as needed
- Monitoring and tracking of open incidents and requests, ensuring compliance within agreed SLA's
- Share function specific knowledge and experience with various teams at Swiss Re and ensure that knowledge is appropriately documented
Stakeholders
- Multimedia IMAC and Event/Townhall Experts
- Local 'Hands and Eyes'
- Local Field Services
- Incident, Request Managers
- Service Delivery Manager
- ContactOne Service Desk
Main responsibilities of the role - Initiate, review and solve request and incident tickets in the global Multimedia Operations team, with main focus on the videoconference services but supporting other areas, if needed
- Create and maintain support documentation for the Multimedia Operations team as well as for the end user
- Monitoring and tracking of open incidents and requests, ensuring compliance within agreed SLA's
- Manage escalations through to resolution within across a number of teams including 3rd party suppliers
- Validate/approve multimedia service requests managing customer expectations according to company policies
- Educate and provide consultancy to internal customers on the multimedia services portfolio
- Maintain and update the internal SNOW multimedia hardware inventory with updates, changes and other relevant information
- Contact and coordination with internal 'Hands and Eyes' support teams within the organization
- Contact and coordination with external suppliers
- Act as local SMARTHANDS contact for the Multimedia IMAC and event/townhall experts
- Support other group operations teams on problem & incident management processes, providing knowledge and information related to productive multimedia services, such as device details and others
- Communicate timely, appropriately, clearly to both internal and external group operations units and business customers
People/Resource management responsibilities
Minimum requirements: - Minimum of 3 years of professional experience in an equivalent position, with demonstrated experience on support and cross functional teamwork
- Customer focused, to ensure the delivery of exceptional service and superior value
- Experience in gathering and analysing relevant information to make sound decisions and solve large scale problems in a timely manner
- Track record in establishing and building credibility quickly and maintaining relationships with internal and external clients and peers
- Hands-on and “can do” mentality
- Autonomous and resilient
- Established level of ITIL knowledge
- Knowledge of:
- State-of-the-art videoconference and telepresence Infrastructure
- Meeting/event/townhall support
- Cisco Telepresence Management Suite
- Microsoft enterprise collaboration and management tools e.g. SharePoint, Skype, Teams, Outlook/Exchange
Language requirements:
- Excellent local language skills
- Good English skills
- Any additional language is a plus
Keywords:
Reference Code: 85107
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