Exciting opportunity to join our RTC Operational Excellence team where we drive improvements, reduce operational risks, and seek to find faster, simpler, and more efficient ways to strengthen our Voice Video infrastructure while adhering to Banks standards and practices.
We are looking for candidates with a technical background in voice, video, and network infrastructure.
The candidate will develop working relationships with operations, project, and technology teams along with process owners while building trust and confidence at all levels.
The ideal candidate will be a strong contributor and a self-starter who can analyze data and drive to logical outcomes while constantly challenging the status quo
Key Responsibilities
Work with operational excellence team to establish high-level solution needs and with cross tower teams for technical requirements and implementation
Analyze technical data processing routines and drive solutions that will promote process efficiency and controls across RTC
Operational Excellence strategic initiatives focused on driving a culture of continuous improvements
Accountable for oversight of technical, process, and service deliverables against different risk programs
Responsible for certification of peripherals at our NYC Midtown lab as well as support of complex meeting rooms at our 2 Bryant Park location
Design service management improvement plans and automate tasks to improve services and reduce issues
Expected to proactively identify opportunities to improve manual processes
Accountable for inventory service management processes and improvements
Create methodology to drive adoption and ongoing use of a new service offering
Engagement of other teams to identify and document dependencies; takes ownership of relationship and escalation as required to meet objective
Enable the use of data to drive operational efficiency and effectiveness
Technical knowledge of traditional and IP products as well as services include telephone systems (Avaya, Cisco), voice mail systems (Unity), AVAYA call routing systems, and data communication’s hardware
Experience with interactive voice response (IVR), automatic call distribution (ACD) and computer telephony integration (CTI) technologies
Knowledge of local and wide area networking on multiple platforms, network protocols/routing, network server/host operating systems, IP networking, internet, and intranet technologies.
Technical writer with voice and video platform support/engineering expertise
Collaborate with system engineers/architects to understand and clearly document problem management tickets
Experience building prototype for data processes, automation workflows, and visualization dashboards and providing support during build/implementation
Experience in an Agile managed organization using products such as Jira, Kanban, and Confluence
Strong analytical, data analysis, and problem-solving skills; able to handle complex information with accuracy and intense attention to detail
Self-motivated with ability to prioritize, meet deadlines, and manage changing priorities
Experience with business and technical requirements analysis and business workflow development
Partner with department functional teams on the creation and management of SLAs specific to platform serviceability
Assist in creating appropriate measurement, reporting, and monitoring metrics that provide guidance for process improvement and/or training opportunities for internal team.
Ability to interact effectively with all levels of customers and leadership
Ability to handle multiple tasks simultaneously and respond under pressure
Interprets diverse requirements into technical Real Time Communications (RTC) solutions framework
Excellent organizational, time and project management skills; able to effectively manage multiple work streams
Strong written and verbal communication skills
Ensure the stability of environment through lifecycle management
Strong knowledge of BMC Remedy ITSM and Service Now
Experience with the appropriate methods and tools (i.e., workshops, process flow, Visio, BPML) to document system designs, data flows and dependencies
Understanding of SQL and writing SQL queries to validate data
Understanding of analysis and project management disciplines, processes, and tools
Experience in monitoring and managing issues, risks and dependencies
Strong reporting skills with a proven ability to manage multiple stakeholders
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
Seniority level
Entry level
Employment type
Contract
Job function
Engineering
Industries
Banking and Financial Services
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