Senior Voice Operations Manager

This job is with Standard Chartered Bank, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Job Summary

• Responsible - Manage all operational activities in the collaboration and communication domain with respect to South Asia
• ResponsibleThe role will be a Subject Matter Expert and lead for Microsoft Teams, Session border controller and Verint recording infrastructure.
• Responsible - The role will involve working closely with the bank internal teams (in particular, security & network teams) and developing high quality documentation that addresses security & design concerns
• Responsible - The role will build and maintain contracts and relationship with all suppliers in the South Asia region
• Accountable - The role will ensure accountability for meeting all operational SLAs with respect internal services in the communication and collaboration domain and external services provided by the telecom vendors/OEMs.
• ResponsibleWork with business risk managers and country technology teams for any regulatory and governance related issues.
• Accountable - The role will work closely with the banks chosen global system integrator - reviewing documentation, providing feedback, strategic recommendations, and approvals.
• The role will work closely with the banks chosen global system integrator - reviewing documentation, providing feedback, strategic recommendations, and approvals.
• Minimum 3 years experience in Session Border Controllers configuration, integration with Microsoft Teams, configuring SIP trunks and troubleshooting voice related issues.
• Minimum 3 years experience with VS .Net (C#, PowerShell, SQL DB), Node JS, Phython
• Minimum 3 years experience of database concepts and patterns (i.e., indexes, views, etc.)
• Strong proficiency in JavaScript, including DOM manipulation and the JavaScript object model
• Leverage MS Graph API to build enterprise solutions
• Ability to write clean code, think logically, and solve problems.
• Bots/Apps Development
• Ability to quickly learn and absorb new technologies, as required.
• Experience in Service now integration
• Experience with JSON and REST APIs
• Knowledge of PowerBI data modeling and visualizations
• Experience in MS Teams and O365 suite of products
• Experience with automation of processes via PowerShell
  
  

Key Responsibilities

Strategy

• Exposure to performance-based programs with strategic milestones, agile working and sprint teams preferred.
  
  

Business

• Single point of contact for all business lines across South Asia region.
• Work with the business teams and ensure that all voice related processes are working as per business requirements and own the voice operations and ensure there operational SLAs are met.
• Work with business teams on any new requirements and ensure they are delivered as per agreed timelines.
  
  

Processes

• Support experience in the following areas:
• Provide expertise to internal and external groups in relation to the banks Enterprise Voice infrastructure - Microsoft Teams, Genesys, Avaya and Verint recording.
• Develop & Mature the group service catalogue for communication and collaboration products
• Work closely with bank internal security teams to anticipate and address security concerns
• Review patches & software updates and decide upon applicability for the bank environment
• Review design (and other) documentation provided by global system integrators, provide feedback and approval
• Identify and manage all risk and issue management for communication and collaboration products
• Prioritize work to successfully deliver service in a diverse environment.
  
  

People and Talent

• Work with the L1 support team and provide expertise in solving incidents which are escalated.
• Interface with Microsoft and work towards application improvement areas
• Work with product owner and internal engineering teams to continuously building a product roadmap for Teams.
• Leverage SPFx solution tool kit for building custom SharePoint, Teams and Viva solutions on Microsoft 365 platform
• Familiarity with modern front-end build pipelines and tools
• Collaborate with team members and follow best practices for ReactJS/CSS and code writing
• Create highly performant reusable components/code for repeated usage
• Document and work with team on code writing pattern and practices
• Review code for quality checks from other team members
• Develop Bots Development Framework
• Work on MS teams feature enablement and troubleshooting.
• Develop / integrate application that is compatible with MS Teams.
• Produce clean and re-usable code with error handling.
• Help Developer team to go through Bots and Apps deployment process.
• Participate in, contribute, and improve Scrum development processes.
• Work under the guidance of team lead and other senior developers
• Research, assess, and adopt new technologies as needed by the team.
• Conduct research, make recommendation, and apply new ideas and/or findings to enhance development framework.
• Develop Security framework to move around Bots and Apps Development
• Develop Automation Tools
• Should be willing to work in shifts
  
  

Risk Management

• Own all technology and regulatory risks related to voice infrastructure and work with engineering and other teams within the bank to close identified risk on time.
  
  

Governance

• Build and own the technology governance model for South Asia region.
• Own all contracts pertaining to communication and collaboration and ensure that the service providers and partners meet the agreed SLAs with respect to their services.
  
  

Key stakeholders

• Work with all businesses within the region.
• Work with business risk managers and country technology teams for any regulatory and governance related issues.
  
  

Skills And Experience

• Deep knowledge of UC&C, Recording & Streaming and A/V solutions in the market
• Good understanding of Networking Technologies (CCNA/CCNP/CCIE equivalent qualification an advantage)
• Adept in understanding Solutions of Microsoft Teams, Session border controllers, Genesys, Verint recording platforms
• Good understanding of Microsoft AD, DNS, Exchange and Virtualization Technologies
• Experience in delivering SIP based voice infrastructure (Avaya preferred) and integration with Microsoft Teams
• Strong documentation and written communication skills are essential.
• Exposure to performance-based programs with strategic milestones, agile working and sprint teams preferred
• Good time management and organizational skills
  
  

Qualifications

• Education - Bachelors Degree Or Equivalent
  
  

About Standard Chartered

Were an international bank, nimble enough to act, big enough for impact. For more than 170 years, weve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If youre looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we cant wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, youll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
  
  

What We Offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

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