Skype L3

Position            : Skype L3

Job Location   : Bangalore

Experience      : 7 – 15  years of work experience in Unified communications (Exchange / Lync / O365) 

Education        : M.E / M.Tech /B.E / B.Tech/ Bachelor’s Degree

Skills Sets Required

Main Responsibilities

  • Resolving all the incidents, requests assigned in Messaging-Engineering support queue within the SLA.
  • Ensure escalations from Operation /Customer/Cross teams are handled well and on time (Incidents and Events).
  • Working on the recurring or critical incidents thus providing root cause and permanent solution.
  • Provide on-call support during off business hours
  • Responsible for Project Deliverables
  • Document WINS/SOP/Documents/How-tos
  • Build and maintain Knowledgebase
  • Technical Team Building
    • Daily Meet with the Team
    • Knowledge Transfer / Mentor/ Coaching
    • Technical discussion
    • To conduct Triages Class, room sessions…etc.
  • Design, Test and implement solutions on messaging related technologies.
  • Will be a member of Service Restoration Team (SRT) during an emergency situation
  • Plan and implement Disaster Recovery solutions
  • Testing and implementing application related patches and service packs
  • Responsible for transitioning support to Operations
  • Training and mentoring cross teams
  • Responsible for smooth operations of the services delivered
  • Work on multiple technologies when required
  • Single handedly taking care of a complete technology solution
  • Act as a relationship person for business, end users, IT unit heads, and even with partners.
  • Understand business requirements and transform it to best suitable technical solutions.
  • Managing Task
    • Problem Management
    • Change Management
    • Configuration (CMDB/ inventory) Management
    • Capacity planning, performance tuning


Required IT Skills


  • Minimum qualification B.E / B.Tech
  • 6 – 10 years’ experience, in which at least 3 years in Remote Mgmt. (5+ years in core messaging systems such as Skype for business/Lync , Mobility, Microsoft Exchange, OCS, etc.)
  • Extensive knowledge of call logging system ((BMC Remedy, BMC ITSM or similar tools)

Messaging – Skype for Business

Note: skype in this document is referred to “Skype for Business”

  • Good understanding of SIP
  • Advanced level knowledge in Skype for business or Lync.
  • Good knowledge of Skype Enterprise Voice.
  • Skype federation, remote access, and edge services.
  • Skype server version up-gradation and migration.
  • Skype client feature rollout and policies.
  • Skype large meeting setup configuration and support.
  • Skype telephony products such as Audiocodes, Cisco, Sonus or simliar.
  • Skype Broadcast support.
  • Planning and configuration of Skype and Exchange UM dial plans.
  • HDVC with Skype/Lync enabled or Skype/Lync integrated technologies.
  • Skype/Lync Call Attendant solutions such as Avaya, Anywhere 365, or Cisco.
  • Helpdesk call handling solutions (such as Team Ring, Response Group Service)
  • Troubleshooting Skype Conferencing, call quality, desktop and application sharing issues.
  • Skype high availability and disaster recovery.
  • Skype/Lync troubleshooting knowledge and experience on tools like snooper, netmon, wireshark, ocslogger etc.
  • Knowledge of Skype Online Services in Office 365.
  • Good knowledge of Active Directory concepts
  • Good PowerShell scripting skills

Messaging – Other

  • Fair knowledge of Exchange 2013 administration, and troubleshooting
  • Knowledge in troubleshooting SMTP related issues
  • Exchange ActiveSync deployment and administration
  • Email security applications such as McAfee, IronPort etc.
  • Management of email archival systems such as Enterprise Vault.
  • Management of mobile device management solutions such AirWatch, Intune, etc.
  • Administrative skills on Windows Server 2008 R2 and Windows Server 2012.
  • Experience in messaging systems monitoring solutions such as SCOM.
  • Understanding of storage technologies.
  • Scripting technologies like PowerShell, WMI, LDAP, MAPI, and CDO
  • Understanding of incident, problem, and change management processes.
  • ITIL Foundation or higher Certified.
  • Messaging systems Architecture – Planning and Deployment

Nice to have

  • Knowledge of Storage and Server technologies
  • Experience in MS SQL and SQL scripts
  • Experience in troubleshooting Symantec Enterprise Vault 10 or higher
  • Advanced Troubleshooting skills on Exchange and Outlook related issues
  • Experience in any of the mobile device management (MDM) technologies, like Intune.
  • Exchange UM Planning and Deployment
  • Experience in pharma sector, knowledge of GxP processes.
  • Project Management Skills