Voice Support Analyst
Pune (Pune) Administration
Job description
About Infrastructure Services
Infrastructure Services is a central team that engineers, develops and supports IT infrastructure of the bank. Hosting services, Collaboration services and service management are building blocks of Infrastructure Services. It comprises of:
1. IaaS(Infrastructure Services) that provisions and supports Unix, Mainframes and Storage infrastructure in the bank.
2. PaaS(Platform as a Service) that provisions and supports database and application platforms on IaaS infrastructure.
3. Core Datacentres that is a home to Barclays hardware – Server & Storage
4. Core Networks that provides network solution to the bank
5. EPS(Enterprise Production Services) which includes monitoring, scheduling, service management tools and Barclays command centre for managing incidents, changes and problems.
About Voice Networks
Voice Network is a part of Core Network team that provides support for the Enterprise Voice Telephony and the Contact Center Telephony platforms within the Bank. Cisco IP Telephony is the strategic platform for the Enterprise Voice and Avays is the strategic Platform for Contact Center.
Overall purpose of role
The primary function of the Voice Support Engineer is to provide 1 st Line support for the telephony systems deployed in Barclays sites throughout the globe, primarily focusing on providing 1 st level remote support within the Asia Pacific region.
To work in the NT-Voice Operations team & provide support on the Barclays Telephony estate and other associated voice infrastructure components such as Voice mail, Voice Recording and Call Detail Recording. Primary responsibilities will be to resolve technical problems, incidents and Requests related to Telephony. He/She should be able to perform changes on the Production environment. The role holder will require a high level of Commitment, impeccable personal skills, technical skills and expertise required to perform the specific requirements of the role.
Key Accountabilities
· Should have good troubleshooting experience & resolution of Production issues.
· Should have good understanding of Cisco Call Manager Systems, Cisco Unity, Nice Recording system.
· Knowledge & working experience on other Cisco Network equipments such as Voice Gateways.
· Good analytical skills & have a sensible approach.
· Should have experience on the flow of resolving incidents and problems.
· The implementation of changes to the components of a live infrastructure/application
Stakeholder Management and Leadership
Candidates will interact with internal users within Barclays to resolve their Queries on Voice Infrastructure. Candidate will have to work on the Requests and Incidents related to Cisco Voice Infrastructure and will need to interact with Teleco vendors such as Tata, Airtel, Reliance and other Telco Service Providers across the Globe.
Decision-making and Problem Solving
Candidate should have sound Decision making and Problem solving skills. Should have good troubleshooting skills in resolving issues related to Voice Infrastructure.
Risk and Control Objective [This section is mandatory for all role profiles and must not be deleted]
- Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards
Person Specification
• The ability and willingness to change direction and focus to meet shifting organizational and business demands.
• Attention to detail: A concern for ensuring accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency and track organizational measures.
• Is able to communicate and present effectively to all levels of stakeholders within business environment and influence key stakeholders
• Can demonstrate logical problem solving techniques, backed by tenacity to resolve customer problems
Essential Technical Skills/Competencies :
• Functional knowledge of Cisco Call Manager
• Functional knowledge of Cisco Unity
• Functional knowledge of Cybertech and Nice voice recorders
• Functional knowledge of Nortel Voice system.
• Functional knowledge of Cisco Voice Gateways.
• Thorough experience of working in a high pressure support environment
· Ability to work well under pressure.
· Problem solving skills
· Worked in an ITIL compliant environment.
· Good communication skills
· Comfortable to work in 24*7 environments.