L3 Voice Operations Lead - Vice President

  • Company: Morgan Stanley
  • Location: New York, New York
  • Posted: December 08, 2017
  • Reference ID: 3101370
Company Profile
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.

As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.

Technology
Technology works as a strategic partner with Morgan Stanley business units and the world's leading technology companies to redefine how we do business in ever more global, complex, and dynamic financial markets. Morgan Stanley's sizeable investment in technology results in quantitative trading systems, cutting-edge modelling and simulation software, comprehensive risk and security systems, and robust client-relationship capabilities, plus the worldwide infrastructure that forms the backbone of these systems and tools. Our insights, our applications and infrastructure give a competitive edge to clients' businesses-and to our own.

Position Description-
Level 3 Voice Operations Lead is responsible for day to day management of various elements of voice infrastructure for Morgan Stanley.
This includes management of product lifecycle and critical refresh activities, voice projects and business expansion, and other BAU activities such as moves, adds, changes and personnel restacks.

The L3 Voice Operations Lead also manages a staff of Voice Operations personnel at 1585/HQ who are responsible for day to day functionality of the global trader voice infrastructure, including, Speakerbus intercom, BT turret systems and over 10,000 private wires and hoot circuits. In addition, the role requires interaction with Operations Management for both FID and EID to coordinate BAU activity, moves, and other projects as needed.

Qualifications
Management Skills: Minimum 10 years experience managing enterprise-scale voice technology including operations management experience
Experience managing level 3 voice resources in a fast-paced operations environment
Strong communication skills; both written and verbal
Good relationship-building capabilities and ability to interact confidently with key business stakeholders
Project management experience, including enterprise-scale critical refresh and strategic technology projects
Vendor management including lifecycle and patch management

Technical Skills:

BT Netrix Trading systems, Speakerbus iSeries and 534 intercom systems, Hoot & Holler, Private Wires, Avaya Communication Manager 5.x and higher, Avaya Media Gateways - G700, G350, G450 , Avaya System Administrator, SIP, H.323, ISDN, Avaya One X Communicator, Service Now, Avaya System and Session Manager, Avaya ATM/MCC cabinets, Avaya Meeting Exchange/Bridgetalk, Avaya Secure Access Link, NICE Voice Recording

Cisco Unified Call Manager (CUCM) 10.x including IP-endpoints, Extensive knowledge of voice, packetized voice and related protocols (SIP, H.323, ISDN), session management and call routing, Cisco PRIME Assurance and Provisioning, experience working with enterprise base voice and data
Skills Desire:
Visual Basic, XML, HTML, JAVA, and PHP programming languages. Microsoft server and desktop operating systems, applications, and database products. RedHat Enterprise Linux versions 4.x, 5.x, and 6.3 and Ubuntu Workstation and Server 1.0.4, with operational knowledge of HPUX and Sun Solaris. Avaya Aura switching platforms, Communication Manager software, IP Telephony and VoIP solutions, contact center packages, Interactive Voice Response, and Interaction Center software (formerly Quintus CRM). Cisco contact center hardware and software including Intelligent Contact Manager, Cisco Voice Portal (CVP), IP IVR, CallManager, and IP Contact Center.

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