Senior Voice Operations Manager

Standard Chartered • Chennai, IN

133d

About The Position

The role is responsible for managing all operational activities in the collaboration and communication domain with respect to South Asia. It will serve as a Subject Matter Expert and lead for Microsoft Teams, Session Border Controller, and Verint recording infrastructure. The position involves working closely with the bank's internal teams, particularly security and network teams, to develop high-quality documentation that addresses security and design concerns. Additionally, the role will build and maintain contracts and relationships with all suppliers in the South Asia region, ensuring accountability for meeting all operational SLAs related to internal services in the communication and collaboration domain and external services provided by telecom vendors/OEMs. The role will also work with business risk managers and country technology teams for any regulatory and governance-related issues, and closely collaborate with the bank's chosen global system integrator, reviewing documentation, providing feedback, strategic recommendations, and approvals.

Requirements

• 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, Python.
• 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.
• Ability to write clean code, think logically, and solve problems.
• Experience in ServiceNow 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.

Nice To Haves

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

Responsibilities

• Manage all operational activities in the collaboration and communication domain with respect to South Asia.
• Serve as a Subject Matter Expert and lead for Microsoft Teams, Session Border Controller, and Verint recording infrastructure.
• Work closely with bank internal teams, particularly security and network teams, to develop high-quality documentation addressing security and design concerns.
• Build and maintain contracts and relationships with all suppliers in the South Asia region.
• Ensure accountability for meeting all operational SLAs related to internal services in the communication and collaboration domain and external services provided by telecom vendors/OEMs.
• Collaborate with business risk managers and country technology teams for regulatory and governance-related issues.
• Review documentation and provide feedback, strategic recommendations, and approvals to the bank's chosen global system integrator.
• Support experience in providing expertise to internal and external groups regarding the bank's Enterprise Voice infrastructure.
• Develop and 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 and software updates for applicability in the bank environment.
• Identify and manage all risk and issue management for communication and collaboration products.
• Work with the L1 support team to provide expertise in solving escalated incidents.
• Interface with Microsoft for application improvement areas.
• Collaborate with product owners and internal engineering teams to build a product roadmap for Teams.
• Develop Bots Development Framework and integrate applications compatible with MS Teams.
• Participate in and improve Scrum development processes.
• Conduct research and apply new ideas to enhance the development framework.

Benefits

• 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 organization that embraces and celebrates unique diversity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees