• Voice Operations Support Engineer - Global Voice & Data Network Services Team

• On-site in the Tokyo office of a Global Financial Institution

• Excellent long-term career development prospects!

 

Working as a member of the Asia Voice Ops team to support the global Voice infrastructure and end-users, including: Trading telephony (IPC turrets); Voice recording (NICE NTR/NTRX); Intercom (SpeakerBus); and Standard telephony (Cisco IP Telephony 12.x)

※　Applicants must be residing in Japan, eligible to work full time in Japan, and be willing and able to work full time onsite at the client's offices in central Tokyo.

 

• Support the global Voice infrastructure, including Incident, Problem, and Change Management as part of a global “follow the sun” group;
• Identify specific improvements within Network Services standards or processes and work collaboratively within the group to take action;
• Receive technical escalations and independently provide solutions to resolve high impacting network incidents.
• Conduct root-cause analysis for major problems and drive the troubleshooting to resolution;
• Communicate with business units (= End User Interactions) during projects and incidents (Severity 1 and 2 bridges);
• Oversight of the offshore provided L1/L2 support desks;
• Point of escalations for offshore Level 1 and Level 2 for incident management;
• Operational acceptance of new deployments and create technical documentation for as built environment. (Permit to Operate);
• Participate in Regional Support on-call duties in rotation;

Required Technical Skills & Experience:

• 3-5 years hands-on experience in a similar technical operations support position, specifically for IP Voice/Telephony and Call Recording systems. 
• Experience in an equivalent Financial Services firm preferred, however applicants without finance domain experience also welcome to apply;
• A strong knowledge of data networking principles;

※　Applicants must be residing in Japan, eligible to work full time in Japan, and be willing and able to work full time onsite at the client's offices in central Tokyo


Soft Skills Required:

• Excellent Incident / Troubleshooting skills;
• Ability to prioritize along with very good time management skills;
• Desire to learn and adapt to new technology;
• Excellent interpersonal skills;
• Excellent problem solving skills;
• Ability to participate as part of a team;
• High level of initiative, proactive approach;
• Ability to work in a team and global environment;
• Sense of ownership/accountability;
• Flexible and adaptable to meet the team needs;
• Honest, hardworking and reliable;