Head of Voice Operations and Engineering recruitment
As the Manager / Team Lead of a global team of 5 skilled voice engineers you will have responsibilities to lead Voice Operations, support and project implementation and engineering services globally.
Below is an overview of the key skills and experience required for the position, covering the Principal Accountabilities, Key Competencies Qualifications and Typical Decisions taken by Job Holder.
Principal Accountabilities
-Team Lead of five voice network engineers globally.
-Ensuring Global 24x7 follow the sun Level 1, 2 and 3 support of Voice services using Cisco CUCM, IPC Dealerboards and Backrooms, Cisco Unity Voicemail, Cisco Unity Express Voicemail, Cybertec Recorders, NICE Recorders and Tiger CDR.
-Being the first management escalation point for voice issues globally.
-Managing the execution of BCP exercises and office power downs for Voice Services in the various global locations.
-Ensuring that the Voice Global infrastructure inventory is kept up to date at all times.
-Global approval for all changes in the Voice network across the bank.
-Ensuring strict adherence to the change management process.
-Ensuring the delivery of Operational excellence and proactive voice support including
-Timely generation of operational reports on capacity, risks, incidents etc
-Technical and operational risk management
-Vendor Management
-Maintenance of support documentation
-Ensuring adherence to standards and homogeniality across the voice network with a view to ensuring (near) zero audit points against the voice network.
-Ensuring proper planning and execution of Operational changes for both large and small projects within a change management discipline.
-Being a part of the London Voice support rota and where one week in three there is a requirement to work on the early or late shift to provide local London Voice Support.
-Ensuring and delivering on periodic self audits of the global voice environment to ensure the environment is homogeneous and fixing any non-conforming elements.
-Reviewing and managing project deliverables across the team.
-Managing implementation work for BAU and project changes, both physical and soft configuration.
-Providing timely management reports to the Global head of the function.
-Ensuring full incident follow up, root cause analysis and generation of the appropriate risk event reports.
-Supporting the creation of the global networks and voice budget.
Key Competencies Qualifications
-Experience of team leading voice operations and projects for large mission critical environments.
-Experience of delivering quality in an operational management function in accordance with a quality assurance framework such as ITIL.
-Experience of leading a voice team spread over multiple locations and time zones.
-Voice support/deployment/engineering for at least 7 years in an Investment Bank or equivalent Finance based organisation or large Telecoms organisation.
-Team Lead / Management experience of at least three years.
-Extensive Technical skills and troubleshooting experience of Cisco Call Manager, SIP, H.323 and other media protocols and an ability to perform packet captures and analysis for troubleshooting. Having experience of Dealerboards and configuration of IPC IQ/Max Digital Turret System including hoots is highly desirable but not critical for the successful candidate.
-Experience of NICE and or Cybertec Voice recorders are essential.
-Understanding of Voice System Integration with Active Directory, LDAP, Analogue voice systems and integration with Cisco Call Manager and Analogue Trunks;
-Experience to troubleshoot and perform configuration changes during major outages.
-Ability to work well under pressure.
-Good communication skills both written and verbal. Excel skills are a must.
-Good academic background ideally degree level with high aptitude and ability to learn new technologies without formal training.
-Good commercial awareness, budgeting and cost control
-A team player with energy and a desire to lead within in a fast moving, demanding and progressive environment.
-Ability and experience of building relationships and negotiating commercial agreements with vendors and suppliers.
Typical Decisions taken by Job Holder
-Management and technical decisions made under pressure during outages
-Managing competing urgent operationally and project driven priorities
-Technical decisions in development of operations standards
-Change management and operational risk assessment for BAU network changes
-Critical decisions around operational issues.
-Performance reviews.
If you fit the above profile and are interested in the opportunity, please apply via this advert or by calling Tom Burdon on 0207 936 1149.