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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Management Consulting / Strategy |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Job Responsibilities: Become recognised as the focal point for the support of all first line voice support activities across a range of global systems listed below, and act as a lead facilitator in the event of any crisisManage and develop the voice support team, ensuring that training and development needs are identified and addressed. Establish and maintain efficient internal relationships with key stakeholders and contributorsProduce performance metrics to demonstrate the effectiveness of the service and implement service improvement plansEnsure that all systems are monitored 24 x7 with support and escalation invoked via global proceduresEnsure that the working practices of the team conform to the ITIL framework implemented by the firmManage the physical and logical security access of all voice systems in- line with security policies and standardsBe capable of taking the lead when handling the incident and problem management processDevelop a good understanding of the operational policies and procedures for voice systems and services, providing input to updates and amendmentsMajor systems deployed and in scope : Cisco Call Manager V7Unity VoicemailCTI Proteus call loggingNICE Voice Recording platformsClick- to- DialARC operator console systems Job Requirements: Proven man- management of a technical team, covering multiple systems across a global estateGood understanding of the technologies listed and the challenges associated with supporting a global estateGood understanding of incident and problem management disciplinesStrong operational knowledge of service desk and incident systemsGood understanding of monitoring tools and techniques employed in supporting global voice systems and infrastructures5 years plus in a voice support team management role gained in an investment banking environmentExtensive vendor management experienceWide ranging experience of voice communications systems. Excellent communication skillsFully conversant with MS Office applicationsAn appreciation of IP networks,
Keyskills :
salesdeliverycustomer relationsmarketingmanagementcisco call managerms officefocal pointservice deskcall managerteam managementmonitlogical securityvoice suppitil framewing toolsvendmana