IT Infrastructure Specialist

3 weeks ago

Singapore COMBUILDER PTE LTD Full time
Roles & Responsibilities

Responsibilities:

  • Lead the resolution process for problems, analysing data and evaluating various factors to develop effective solutions in delivery of voice infrastructure projects. Leverage NUIX for forensically sound investigations, data decryption, and data ingestion processes.
  • Provide deep product knowledge and support for NICE Voice recording technology, including troubleshooting, deployments, and system optimisations. Contribute to the assessment and optimisation of system design based on user requirements, ensuring the solution meets business needs.
  • Provide onsite support for user testing of voice recording systems on Turrets and Cisco phones, ensuring features and functionalities are tested accurately during migrations.
  • Provided on-call support for Avaya call center products and was the application owner for Avaya CMS, IQ, and BCMRD.
  • Maintained and administered various Call Center objects and properties, including call routing tables and signaling groups.
  • Deliver troubleshooting expertise and system analysis for Avaya PBX systems, ensuring system availability and optimized performance.
  • Coordinate deployments and migrations for users, floors, and sites, ensuring minimal disruption and seamless transitions.
  • Offer Level 2 and Level 3 support for business-impacting issues, ensuring timely resolution and minimising downtime for voice recording systems.
  • Installed and troubleshooted various applications, including CMS version (r17), and supported data migrations.
  • Manage the low-level technical aspects of voice infrastructure projects, ensuring the successful migration, upgrade, and deployment of voice recording and trading floor applications.
  • Manage relationships with external vendors, ensuring service quality and delivering according to standards. Coordinated SLAs, service improvement plans, and conducted operational reviews.
  • Provided support for various eDiscovery tools and platforms, ensuring smooth operations and handling disaster recovery testing. Managed Windows server patching and troubleshooting.
  • Work with internal and external project managers to report issues, develop solutions, and ensure the timely delivery of voice infrastructure projects.
  • Collaborate with business teams and external vendors to design, implement, and optimise technology solutions for voice recording systems.
  • Provide preventative maintenance and swift troubleshooting to maintain system stability and performance.
  • Participate in the design, development, and implementation of complex system engineering activities, involving cross-functional technical support, systems programming, and data center capabilities.
  • Effectively communicate technology solutions to diverse audiences, including technical teams, business executives, and vendors.
  • Contribute to the determination of technical and operational feasibility of voice infrastructure solution

Requirements:

  • Bachelor's degree in computer science, Information Technology, or related field
  • At least 10 years work experience in IT infrastructure and systems engineering and administration, with at least 5 years solid experience in NICE Voice recording, voice engineering operations, and technical delivery in a highly dynamic, media floor environment.
  • Extensive experience with voice infrastructure technologies, particularly NICE Voice recording systems, Cisco phones, Turrets, and related technologies.
  • Proven experience providing L2/L3 support for voice recording systems, including troubleshooting and resolving business-impacting issues.
  • Experience working with project managers to coordinate deployments and migrations for large-scale voice infrastructure projects.
  • Strong ability to work with both internal teams and external vendors to deliver technology solutions. Clear communication skills for different audiences, from technical teams to business executives.
  • Strong analytical skills with the ability to resolve complex technical issues and lead the resolution process.

Professional Trainings and Certifications:

  • Preferably with Certified in NUIX Workstation Data Discovery and NUIX Workstation Forensic Practitioner, with demonstrated track record in leveraging NUIX for forensically sound investigations, data decryption, and data ingestion processes.
  • Experience in IT infrastructure and systems engineering activities and preferably with AWS and Azure Cloud Administration Certified.
  • Preferred certified on Cloud Security.
Tell employers what skills you have

Troubleshooting
Analytical Skills
Azure
Data Center
Administration
Information Technology
Technology Solutions
Routing
Windows Server
System Design
Avaya
Systems Engineering
Disaster Recovery
Avaya PBX
Call Center
Technical Support

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