Technology Infrastructure – Voice Operations Analyst recruitment

Voice Services are part of the Technology Services Organisation which in turn is part of the Technology Infrastructure Division.
The team in EMEA consists of 4 people and is part of a global team that supports the voice infrastructure for the entire Firm.
The team’s main areas of responsibility are the operation and management of the Firm’s voice infrastructure including hosting and management of the following systems

• Core Telephony PBX
• Voicemail
• Audio Conferencing
• Trading Room Telephony Systems
• Voice Recording
    
RESPONSIBILITIES

The role is an operational management and support role, involving:

• The management of implementation projects for upgrades and new deployments including major building projects.
• Acting as an escalation point for daily operational issues; overall command and control of the voice infrastructure in the region.
• Work as part of a global team to identify and implement process automation
• Work as part of a multi-disciplined team including engineering and directly with business users.
• Analyse problem information and identify trends and root causes to problems generating projects and programmes to improve system efficiency and stability.
• Act as a key point of contact for the major vendors of the voice systems in the region, including management of service improvement initiatives, expense management and contract negotiation.
• Provide a key regulatory control function through the implementation of robust voice recording solutions.

DEVELOPMENT PROSPECTS

The successful candidate can look forward to being part of a small, dynamic team responsible for a voice infrastructure supporting circa 6000 users across Europe, the Middle East and Africa. The team is part of a larger global team that provides management and support for more than 30,000 users. The varied nature of the systems provides the correct individual a unique opportunity to both specialise and gain experience in a broad range of technologies whilst using their knowledge of telephony systems including trading room technologies with their real time, synchronised, communication requirement to the analysis of call patterns to determine the most cost effective solution for the Firm and also the increasing integration with automated trading and relationship management systems. The right individual will find the environment stimulating and allow them to develop their career on both the technical and managerial fronts and gain exposure to the varied businesses we support from the always on nature of the Investment Banking business to the control and security needed for the trading businesses.

QUALIFICATIONS

MANDATORY

The following technical skills are mandatory:

• Cisco Certified Network Associated – CCNA qualification
     
Business Experience Required:

• Working in a large scale enterprise infrastructure would be preferred. Used to providing support as part of a rota or willing to work unsociable hours as required.

• 5 years + experience in one or more of:
• Cisco Call Manager
• Trading room telephony systems e.g. BT ITS/Netrix or IPC IQ/MAX
• Voice Recording systems and controls
• Audio Conferencing – Avaya
• Cisco Unity Voicemail

The successful candidate will need an ability to communicate to technologists from a range of disciplines and business users. Good client and user facing skills are necessary to build a sense of trust and partnership with users, peers and vendors.        

PREFERRED

• Cisco Certified Voice Professional CCVP