Unified Communications Service Lead

Job title:

Unified Communications Service Lead

Company

Investec

Job description

Investec is a distinctive Specialist Bank serving clients principally in the UK and South Africa. Our culture gives us our edge: we work hard to find colleagues who’ll think out of the ordinary and we put them in environments where they’ll flourish. We combine a flat structure with a focus on internal mobility. If you can bring an entrepreneurial spirit and a desire to learn and collaborate to your work, this could be the boost your career deserves.About Us:Investec Bank’s ITS Network & Communications Team is the backbone of our digital communication and connectivity, ensuring seamless interactions for our global colleagues. We deliver and support solutions in Unified Communications, Core Networking, Network Security, and Audio-Visual Video Conferencing (AV VC) platforms. Our robust infrastructure enhances productivity and fosters collaboration across borders.About the Role: We are seeking a dynamic and experienced Unified Communications Lead to lead our team of experts. This role involves some hands-on technical work in addition to leadership responsibilities, ensuring excellence in operational and engineering disciplines. You will be responsible for delivering unified communications services across all Investec business units globally and providing services to the Rathbones Group. As a key part of the Network & Communications leadership team, you will define strategy, create technical roadmaps, and manage our operating model and people, aligning with Investec’s strategic roadmaps and journey to the Azure cloud.What will you be doing?Service Management:
You will be responsible for handling, but are not limited to: Enterprise Telephony, Switchboard, Conferencing (Audio, Video, Web), Contact Centre, Trader Voice, Voice recording, SIP/PSTN connectivity.Team Management:

• Lead and manage the Unified Communications team, setting clear expectations and goals.
• Serve as an escalation point for P1 incidents and oversee troubleshooting and corrective actions.
• Assist problem management activities and change management processes.
• Incident Management – serve as an escalation point for all P1 incidents and oversee troubleshooting of complex outages, including recommend corrective actions. Supporting the team with any stakeholder communications during such events

Technical Management

• Act as a domain expert for unified communications services, assissting in delivery execution and incident resolution.
• Ensure standards are defined and documented across the unified communications portfolio.
• Provide thought leadership and shape strategic direction in collaboration with the Network & Communications leadership team
• Design unified communication solutions to meet business requirements and produce technical proposal documentation.
• Lead new projects and ensure adequate resourcing.
• Design unified communication solutions to meet business requirements and produce technical proposal documentation.

What we are looking for (Essential)

• Expertise in leading and resolving complex incidents and problems.
• Experience providing IT support/service in a pressurised environment.
• Excellent communication skills and the ability to liaise effectively with global colleagues and team members at all levels.
• Effective leadership and stakeholder management skills with an ability to drive performance.
• Attention to detail and a natural willingness to help customers and colleagues

Desirable (non essential) knowledge areas:

• Microsoft Teams Phone System, Direct Routing & Operator Connect
• Cloud voice concepts and configurations
• Voice recording platforms and services. E.g. Call Cabinet, Redbox, etc.
• Cisco Unified Communications Manager (12.5 + and knowledge of other Cisco technologies (Voice Gateways, Unified Border Elements, Expressay, Jabber)
• Contact Center technologies, e.g. Cisco Unified Contact Centre Express (UCCX)

Dealer board technologies (BT IPTrade)

• Experience with Microsoft Teams Room technologies

Advantageous technical qualifications:

• Microsoft 365 Certified Teams Administrator Associate
• Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate
• Cisco Certified Network Professional (CCNP) Collaboration
• Cisco Certified Internetwork Expert (CCIE) Collaboration
• Microsoft Azure certification
• Scrum Master
• ITILv4 foundation or higher

As part of our collaborative & agile culture, our working week is 4 days in the office and one day remote.Investec offers a range of wellbeing benefits to make our people feel healthier, balanced and more fulfilled in their lives inside and outside of work.Here is a selection of what we offer;WellbeingWellbeing Subsidy, Corporate Gym Membership, Virtual GP, Peppy Health App (Fertility, Menopause and Early Parenthood), Optional Private Medical & Dental InsuranceMonetaryNon-contributory Pension & Discretionary BonusLife & Income ProtectionLife Assurance, Critical Illness & Income ProtectionTravelSeason Ticket Loan & Electric Vehicle SchemeEmbedded in our culture is a sense of belonging and inclusion. This creates an environment in which everyone is free to be themselves which helps to drive innovation, creativity and ultimately business performance. At Investec we want everyone to find it easy to be themselves, and to feel they belong. It’s a responsibility we all share and is integral to our purpose and values as an organisation.Research shows that some candidates can be reluctant to apply to a role unless they meet all the criteria. We pride ourselves on our entrepreneurial spirit here and welcome you to do the same – if the role excites you, please don’t let our person specification hold you back. Get in touch!Recite MeWe commit to ensure that everyone is fairly assessed during our recruitment process. To assist candidates in completing their application form, Recite Me assistive technology is available on our Careers pages. This can be accessed by clicking on the ‘Accessibility Options’ link at the top of the page.The Recite Me tool includes a screen reader, styling and customisation options, a series of reading aids, a translator and more.If you have any form of disability or neurodivergent need and require further assistance in completing your application, please contact the Careers team at who will be happy to assist.Loading…Close mapLocationLondon – 30 Gresham Street30 Gresham Street, London, England, GB, EC2V 7QNLoading…Meet the recruiterDaniel Szczerban+44 20 7597 5933We commit to ensure that everyone is fairly assessed during our recruitment process.Let us know if you need any reasonable adjustments to complete your application.Loading…Share this pageJob AlertsCreate an alert subscription based on this JobBenefitsPensionPrivate Medical CoverVirtual GPGym DiscountsPsychologist ServiceAnnual LeaveLife AssuranceLoadingXLoading…Email*span class=”labelText”>Email
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Expected salary

Location

London

Job date

Sun, 15 Sep 2024 06:02:05 GMT

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