Senior Associate, Infrastructure Operations – Voice & Network

Santander

5d • $165,000 - $205,000 • Onsite

About The Position

The Senior Associate, Infrastructure Operations – Voice & Network is responsible for the operational ownership, stability, and continuous improvement of the organization’s enterprise voice and trading floor communication systems. This role leads the day-to-day support of trading turrets, telephony platforms, compliance voice recording systems (NICE), carrier connectivity (including BT), and associated voice virtualization platforms. The position works directly with Traders, business stakeholders, Networking teams, and external vendors to ensure high availability, regulatory compliance, and operational excellence. This is a hands-on senior operational role requiring full on-site presence on the Trading Floor. Weekend and after-hours work is required to support Trading Floor changes & configurations; production upgrades & deployments; and incident recovery & urgent interventions.

Requirements

• Bachelor’s Degree: in related field or equivalent demonstrated through a combination of work experience, training, military service, or education - Required
• 7+ years of experience in infrastructure operations, with strong exposure to enterprise voice environments.
• Proven experience supporting trading turret systems and telephony platforms.
• Hands-on experience operating TPO/TSS platforms.
• Experience supporting compliance recording systems (e.g., NICE).
• Experience working directly with telecom carriers (e.g., BT) and managing vendor escalations.
• Strong experience troubleshooting voice and network-related issues in complex environments.
• Advanced understanding of enterprise voice architecture and SIP-based communications.
• Experience maintaining and administering voice virtualization platforms and hypervisors.
• Strong troubleshooting capability across voice and network layers.
• Solid understanding of VLANs, routing, firewalls, and QoS principles.
• Familiarity with ITSM tools and formal change management processes.
• Ability to interpret vendor technical documentation and implementation plans.
• Strong ownership mindset; drives issues to resolution despite cross-team dependencies.
• Comfortable working directly with Traders in high-pressure environments.
• Willing to perform both advanced technical analysis and hands-on operational work.
• Proactive communicator with vendors and internal stakeholders.
• High accountability, attention to detail, and follow-through.
• Flexible and responsive in dynamic trading environments.
• Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

Nice To Haves

• Experience in financial services or regulated trading environments strongly preferred.
• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Responsibilities

• Serve as a senior operational point of contact for trading floor voice systems.
• Work directly with Traders and Front Office users to support and optimize turret functionality.
• Customize and configure turrets, trading lines, and user profiles aligned to business requirements.
• Operate, maintain, and optimize TPO/TSS platforms.
• Administer and maintain Voice hypervisors supporting turret and recording environments.
• Oversee and maintain NICE voice recording systems to ensure regulatory compliance and recording integrity.
• Ensure high availability and stability of all voice-related infrastructure.
• Lead troubleshooting of complex voice and related network issues (SIP, IP connectivity, VLANs, routing, firewall dependencies, QoS).
• Drive incidents to resolution, including cross-team coordination with Networking, Communications, Security, and End User Technology.
• Lead or contribute to root cause analysis (RCA) and implement preventative improvements.
• Plan and execute production changes, deployments, and platform upgrades.
• Ensure robust execution and rollback planning for voice-related changes.
• Act as primary operational liaison with telecom carriers and vendors (e.g., BT).
• Track milestones, service performance, and contractual deliverables.
• Escalate service issues appropriately and drive vendor accountability.
• Coordinate upgrade cycles, migrations, and remediation activities.
• Perform and oversee physical turret installations, relocations, and decommissions.
• Customize trading configurations and support desk-level requirements.
• Lead on-site troubleshooting and hardware replacement activities.
• Share responsibility for lifecycle management of enterprise mobile devices and iPads supporting voice services.
• Collaborate with End User Technology as device management transitions, while retaining voice-specific configuration and compliance accountability.
• Support trading floor reconfigurations and infrastructure moves.
• Maintain accurate and current architecture diagrams, operational runbooks, and compliance documentation.
• Identify and drive improvements in monitoring, automation, and operational processes.
• Contribute to standardization and optimization initiatives within Voice and Networking.
• Provide mentorship and operational guidance where required.

Benefits

• A fair and competitive rewards package that reflects the impact you create and the value you deliver.
• Benefits are designed to support you, your family and your well-being, now and into the future.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior