Voice Recording Operations Engineer

3 weeks ago

New York, United States KYYBA Inc Full time

Title: Voice Recording Operations Engineer

Location:New York Ny 10019

Email:davidm@kyyba.com


Description:

Responsibilities:

· Responsible for the delivery of a range of Trading Voice and Voice Recording services into the Company. Primarily this involves operations, administration, monitoring, controls, ongoing Level 1 and 2 support for Trading Voice and Voice recording platforms.

· Management and monitoring of the Trading Voice and Voice Recording infrastructure.

· Perform ready for business, mid-day, and end of business checks.

· Troubleshooting Trading Voice and Voice recording related issues.

· Collect metrics and traces for Third Line escalation.

· Create reports for Trading Voice Recording Operations and Senior Management teams.

· Compliance and Litigation Team support with data search, extraction, and delivery as/when needed.

· Adhere to Internal Controls and procedures.

· Ensure deadlines and SLA are met.

· Collaborate with members of the NOC in other Regions to ensure a continuous effort in resolving issues and knowledge sharing.

· Be part of the change process around production activities.

· Liaise with external partners and vendors for support and change management.

· Provide support to BAU teams on Voice, Trading Voice, and Voice Recording technologies.

· Ensuring appropriate escalation to management and/or Permanent Control (or Compliance as appropriate) as soon as an issue is identified.

Skills Required:

· Bachelor’s degree in computer science, information technology or a relevant IT support experience.

· 3+ Years’ experience in a 1/2 Line IT Support Role.

· Knowledge of Voice Recording systems (NICE NTR/NTR-X, NICE Fusion, VERINT VFC – VERBA). Desirable but not required - product inductions and training will be provided.

· Dealer-board / Turret technologies (IPC Unigy, Broker lines, hoot bridges). Desirable but not required - product inductions and training will be provided.

· SIP protocol and VoIP Telephony expertise.

· Microsoft Windows server and productivity tools.

· Experience with database technologies (MySQL, MS SQL), administration and query search operations.

· Understanding of CISCO telephony, MS Teams, Skype for Business applications.

· Understanding of Private wires and Hoot Networks.

· Knowledge of Microsoft Azure Cloud Environment.

· System infrastructure monitoring tools.

· Knowledge of Microsoft Excel (Graphs, Vlookups, Pivot tables)

Essential Skills:

· Detailed-oriented and organized.

· Ability to work independently and as a part of a cross-functional global team.

· Professional experience, documenting, planning, and managing platforms through their life cycle.

· Strong problem-solving skills.

  • Desire to learn and adapt to new technology skillsets.

· Strong customer-service and interpersonal skills.

· Knowledge of standard methodologies of Service Delivery (ITIL, ITSM).

· Experience of working in a financial institution in technology or IT departments.

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