JPMorgan Chase Cisco Voice Operations Lead in Jersey City, New Jersey

Team Profile

The Tier 2 Voice Operations team is responsible for managing the firm's global voice infrastructure portfolio. This portfolio includes enterprise support of CISCO UC, voice gateways, CUBE and Avaya which provide Voice services to the Corporate, Retail and Contact Centre lines of business worldwide. The team's focus is to fix day-to-day user and infrastructure issues.

Role Description

Required to provide critical network infrastructure support and deliver best -in-class service to our clients. This position will involve day to day incident and problem management of all voice issues globally. In addition, proactive infrastructure management, change ownership, DR activities, Site Isolation validations will form part of the day-today activities.

This position is anticipated to require the use of one or more High Security Access (HSA) systems. Users of these systems are subject to enhanced screening which includes both criminal and credit background checks, and/or other enhanced screening at the time of accepting the position and on an annual basis thereafter. The enhanced screening will need to be successfully completed prior to commencing employment or assignment.

  • Hands on experience with Cisco/Avaya Voice technologies with 3+ years of related experience in IT industry.

  • Proficient with technologies such as Cisco Communications Manager, Cisco Bulk Administration,Multi Services, Gateways, Cisco Unity Connection, Jabber, Cisco Presence, SME, Virtualization etc.

  • IP Telephony protocols like SIP, H323, MGCP, RTP, RTCP, VXML, Avaya Session Manager, Avaya Aura, H248 Gateways, CMS, Call Routing and different Codecs.

  • Familiarity with Oracle applications.

· Working knowledge on Monitoring Tools such as RTMT, Prognosis, Clarus, etc..

  • Solid Communication Skills (Written/Verbal/Presentation). Solid team player.

  • Able to work rotating shifts for 24/7 coverage.

  • Flexibility in working hours as some migrations will require weekend and after hours’ work.

  • Ability to grasp complex design concepts quickly and be able to provide the right solutions to the clients.

  • Ability to troubleshoot implementation problems during migrations.

  • Operational disciplines with regards to systems management, change management, etc.).

  • Candidates should complete ownership of the incident with regards to the engagement with client and stakeholders

  • Basic to intermediate knowledge on ITIL processes

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.