FIS
Location
Bangalore | India
Job description
As a Technical Specialist within the EVS team, you will assume a position that is pivotal to our operations. Your primary responsibilities encompass leading both the operational support and some project delivery aspects of the diverse product portfolio managed by EVS. This role demands a proactive approach to project delivery, ensuring seamless execution and implementation of our services.
A key aspect of this role involves collaborative efforts with global team members and stakeholders. You will be instrumental in driving cross-functional and cross-regional projects, requiring adept coordination and communication skills to align diverse teams towards common goals.
Furthermore, your role extends to providing technical support to our voice solution consumers across various regions, including India, Europe, and APAC. This aspect of the role demands not only technical expertise but also a keen understanding of regional nuances and customer needs, ensuring that our solutions are tailored and responsive to a global audience.
In this capacity, your contributions will be important in enhancing the efficacy of our voice solutions. Your role will be a blend of technical expertise, project delivery, and cross-cultural collaboration, setting the standard for excellence in our global communications infrastructure.
Key Responsibilities
- Playing a technical subject matter expert (SME) role in daily operational support and project delivery
- Provide ITIL based operational support for EVS voice solutions, e.g. incident support, problem management, capacity management, configuration management, change management, continuously improvement etc.
- Project delivery for EVS solutions as well as cross functional collaboration with other functional teams.
- Collaborate with cross-function teams to support incident management, change management, and problem management processes.
- Create and maintain high quality documentation related to operational support, project delivery and technical knowledge base
- Continue developing new technical skillsets in line with the organization's technology roadmap
- Participate in on-call rotation and able to work in a flexible manner
Your skills and experience:
- Bachelor's degree in IT or closely related equivalent
- 5+ years of overall VoIP experience
- AudioCodes Session Border Controller (SBC) technical skillset
- Microsoft Teams Telephony technical skillset
- Verint Financial Compliance Recording platform technical skills
- BT IPTrade platform technical skills
- Genesys Cloud Contact Center solution technical skills
- Telecom fundamental, PBX/PABX PSTN, Analogue/Fax transmission, Audio Digitization, ISDN PRI/BRI E1/T1 digital carrier etc
- VoIP fundamentals, Network Security, TCP/IP, SDP, RTP/RTCP, ICE, STUN/TURN, G.711/T.38 Codec
- Azure or AWS Cloud services experience
- CI/CD related automation skillset e.g. Linux Shell script, Windows PowerShell, PowerAutomate, Concourse pipeline, Terraform, Python, Jenkins, bash in AWS or Azure cloud environment
Desirable skills:
- Professional qualifications (against relevant technologies)
- Zoom Conferencing and meeting room solutions experience
- Polycom Conferencing and Room solutions administration experience
- Tiger call logging experience
- Network and firewall related skillsets
- Service Oriented, business aware and customer focused with a positive and enthusiastic attitude
- A self-starter and able to work with a minimum of supervision
- Fluent English communication in a global environment
Personal Characteristics:
- Enthusiastic about technology, innovative in approach
- Ability to thrive in a technology driven, rapidly changing and expanding environment
- A desire to do things the right way, whilst remaining focused on team and business objectives
Requirements of Role:
- This role expects a level of out of hours and weekend working
- This role expects working UK-based hours on a regular basis
- This role expects on-call participation (allowance provided)
- This role does require occasional working from other Fidelity offices. ENS/EVS also have significant operations in UK, APAC and Central Europe so a willingness to travel is advantageous.
Job tags
Salary
