Sr. Infrastructure Operations & Services

Job Summary


Responsibilities

• Handle day-to-day incidents, service requests, and changes for end users within SLA.
• Provide L1/L2 support for voice, voicemail, Contact Center, and trading telephony system.
• Perform user moves, adds, and changes (MACD), including phone provisioning and configuration.
• Troubleshoot call failures, one-way audio, and connectivity issues on Cisco voice gateways and SIP/PSTN trunks.
• Log, track, and follow up on cases with telco service providers during outages or call quality issue, sharing traces and logs as needed.
• Coordinate between the telco, internal network teams, and senior engineers until the issue is resolved.
• Assist with upgrades, patching, and maintenance of the platforms listed below.
• Monitor system health and escalate critical issues to senior engineers.
• Maintain ticket quality, documentation, and knowledge base articles in ServiceNow
• Participate in change windows and shift or on-call rotations as required

Required Skills

• Hands-on or working knowledge of CUCM and Cisco Unity Connection
• Basic understanding of SIP, Voll, dial plans, call routing, and PS connectivity (PRI/SIPtrunks)
• Basic Cisco IOS CLI skills for gateway checks, debugs, and log collection
• Experience with ServiceNow for incident, request, and change management
• Ability to raise and manage vendor and telco cases with clear technical details
• Good troubleshooting skills and a structured approach to problem solving
• Clear communication and the ability to work with end users, vendors, and global teams

Good to Have Skills

• Exposure to UCCX, Expressway, and Cisco SME
• Experience with MS telephony is plus
• Familiarity with IPC Unigy or trading turret environments
• Basic knowledge of UCS and VMware ESXi
• Experience in upgrade or patching activities
• Cisco certifications (CCNA Collaboration, CCNP Collaboration)
• Experience in a financial services environment

Qualifications

• Explore Insights Vision: Identify the underlying causes of problems faced by you or your team and define a clear vision and direction for the future.
• Making Strategic Decisions : Evaluate all the options for resolving the problems and effectively prioritize actions or recommendations.
• Inspire Entrepreneurship in People : Inspire team members through effective communication of ideas and motivate them to actively enhance productivity.
• Elevate Organizational Capability : Engage proactively in professional development and enhance team productivity through the promotion of knowledge sharing.
• Inclusion : Respect DEI, foster a culture of inclusion and psychological safety in the workplace and cultivate a "Risk Culture" (Challenge, Escalate and Respect).

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.