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Senior Infrastructure Engineer, Telephony

4 months ago

Bengaluru, India Ralph Lauren Full time

Position Overview

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in four categories: apparel, home, accessories and fragrances. For 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren Purple Label, Ralph Lauren Collection, Double RL, Polo Ralph Lauren, Polo Ralph Lauren Children’s, Ralph Lauren Home, Lauren Ralph Lauren, RLX, American Living and Chaps, constitute one of the world's most widely recognized families of consumer brands.Ralph Lauren’s Technology group is focused on building & leveraging high-quality technology solutions to enhance business & digitization opportunities across channels and geographies. The Infrastructure Engineer- Telephony, reports to the Manager, Network Engineering and will form part of a global technology authority. We’re looking for an Infrastructure Engineer to join a highly respected organization to work as part of a team to assure and deliver AV technologies for a range of projects and BAU operations. The successful candidate will lead complex solution delivery for IT projects, working with in-house IT teams and/or third parties to design, develop and implement infrastructure solutions. They lead on their own group of technologies and support in delivering the strategic roadmap for their technology area.

Essential Duties & Responsibilities

•Ensures proactive and reactive management of operational incidents, problems and changes•Acts as point of authority for fault management, technical direction and/or strategy•Provide recommendations on upgrades and supports Zoom Contact Center project integration as required•Manages the functionality and efficiency of Zoom & related telephony technologies•Understands and applies more advanced concepts and processes to daily activities

Experience, Skills & Knowledge

• Remote and local Troubleshooting and Support: Utilize Zoom to diagnose and resolve AV issues in our Zoom Rooms & Zoom Contact Center solution. •When AV workload permits, provide support to the IT Support team by assisting with ticket resolution.•Patch Management and Updates: Ensure all Zoom Room hardware and software components are kept up-to-date with the latest patches and firmware.•Monitor the global AV environment for potential problems, using monitoring tools to identify and address issues before they impact users.•Maintain detailed documentation of troubleshooting steps, solutions, and system configurations.•Work closely with the IT Operations team and other stakeholders to ensure a seamless user experience in our Zoom Rooms. This includes remote testing and support for various in office events. •Strong understanding of AV technologies (audio, video, networking, control systems) and experience with remote management tools•Excellent problem-solving and troubleshooting skills with the ability to diagnose and resolve complex AV issues remotely.•Strong verbal and written communication skills with the ability to explain technical issues to non-technical users.•Ability to work independently and proactively with minimal supervision.•Zoom Experience: Familiarity with Zoom Room hardware and software configurations. Service improvements/enhancements by way of Service Improvement Plans, not limited to automation of routine activities, optimization of resources.•Participate in capacity planning, capacity improvements.•Work on tickets escalated by level 2 engineers.•Keep stakeholders updated through SOP, on business critical incidents.