L3 Voice Operations Engineer

Were seeking someone to join as a L3 Voice Operations Engineer to support supporting global voice infrastructure.

In the Technology division we leverage innovation to build the connections and capabilities that power our Firm enabling our clients and colleagues to redefine markets and shape the future of our communities. This is a L3 Voice Operations Engineer role at Vice President level which is part of the job family responsible for ensuring the operational stability reliability and availability of infrastructure platforms and services.

Since 1935 Morgan Stanley is known as a global leader in financial services always evolving and innovating to better serve our clients and our communities in more than 40 countries around the world.

What youll do in the role:

• Provide advanced Level 3 support including complex troubleshooting root cause analysis and issue remediation for voice infrastructure and services.

• Serve as the regional lead for Voice Operations providing technical leadership and oversight to a team of Voice Operations Engineers.

• Partner closely with global Operations and Engineering teams to ensure the stability performance and continuous improvement of end-user and back-office voice infrastructure.

• Lead and support infrastructure projects technology lifecycle management initiatives system maintenance activities and platform upgrades.

• Track manage and prioritize operational activities through the ServiceNow ticketing platform ensuring timely resolution and adherence to service levels.

• Manage the operational acceptance of new deployments ensuring successful transition into production and maintaining accurate technical documentation of the as-built environment.

• Participate in a weekend support rotation as required to ensure operational continuity and service excellence.
  

What youll bring to the role:

• Familiarity with ITIL framework including Incident problem and change management.

• Demonstrable expertise in Cisco Unified Call Manager (CUCM) 12.x and beyond including IP-endpoints Cisco Jabber and Jabber Mobile.

• Extensive knowledge of voice packetized voice and related protocols (SIP MGCP ISDN) session management and call routing Avaya System Manager and Session Manager.

• Desired skills: Cisco UCCXIPC Private Wires IPC Unigy Trading System NICE Voice Recording.

• At least 7 years of experience in working with enterprise base voice and dataCisco CCNP Collaboration level knowledge (certification is not a must.)

• Bachelors degree in Computer Science Information Technology or a related technical field or equivalent experience.

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WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley we raise manage and allocate capital for our clients helping them reach their goals. We do it in a way thats differentiated and weve done that for 90 years. Our values - putting clients first doing the right thing leading with exceptional ideas committing to diversity and inclusion and giving back - arent just beliefs they guide the decisions we make every day to do whats best for our clients communities and more than 80000 employees in 1200 offices across 42 countries. At Morgan Stanley youll find an opportunity to work alongside the best and the brightest in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey offering some of the most attractive and comprehensive employee benefits and perks in the industry. Theres also ample opportunity to move about the business for those who show passion and grit in their work.

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Certified Persons Regulatory Requirements:
If this role is deemed a Certified role and may require the role holder to hold mandatory regulatory qualifications or the minimum qualifications to meet internal company benchmarks.

Flexible work statement
Interested in flexible working opportunities Morgan Stanley empowers employees to have greater freedom of choice through flexible working arrangements. Speak to our recruitment team to find out more.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background. Our recruiting efforts reflect our strong commitment to a culture of inclusion where individuals are hired developed and advanced based on their skills and talents.

Our workforce reflects a broad cross-section of the global communities in which we operate bringing a variety of backgrounds talents perspectives and experiences.

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