Voice Systems Specialist

2 weeks ago

Singapore beBeeOperations Full time $90,000 - $120,000
Job Title: Voice Operations Manager

Job Description:

The Voice Operations Manager is responsible for the overall management of voice systems, ensuring high availability and performance. This includes monitoring system performance, identifying issues, and implementing corrective actions to prevent recurrence.

Key Responsibilities:
  • Provide day-to-day operational support for trader voice systems, including IPC Unigy, Cisco, TEAMS, and NICE/Verint voice recording solutions.
  • Monitor system performance and proactively address issues to minimize downtime.
  • Respond to and resolve incidents and service requests in line with SLAs.
  • Perform root cause analysis and implement corrective actions to prevent recurrence of issues.
  • Collaborate with network, infrastructure, and trading desk teams to ensure system availability and functionality.
  • Assist in system upgrades, patch management, and configuration changes.
  • Maintain detailed documentation of incidents, configurations, and procedures.
  • Participate in disaster recovery testing and ensure voice systems are compliant with regulatory requirements.
  • Support and manage voice-related projects and system rollouts.
  • Provide on-call support as needed during trading hours or off-hours maintenance windows.
Benefits:
  • Drive capacity planning, ensuring optimal sizing and future requirements are identified and reported on.
  • Develop and implement operational strategies that align with regional goals and corporate objectives.
  • Coordinate and lead projects related to technology upgrades, system rollouts, and process improvements.
  • Analyse system performance data and support the development of best practices for incident resolution and escalation management.
Requirements:
  • Act as a liaison between Engineering teams, trading floor management (TBM), and senior leadership in region to ensure clear communication and coordinated responses to system issues.
  • Participate in cross-departmental initiatives aimed at enhancing the overall platform environments and ensuring compliance with industry standards and regulations.
  • Lead reporting on platform performance, compliance, and regulatory adherence and capacity availability.
Education and Experience:
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Minimum 5 years of experience in IT operations, preferably in a trading environment.
  • Strong knowledge of voice systems, network architecture, and system administration.
  • Excellent problem-solving skills, analytical thinking, and attention to detail.
  • Effective communication and collaboration skills.
  • Ability to work under pressure and meet deadlines.

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