Job Description

• 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;

• 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;

• 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;

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