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technical Manager - Unified Recording and Compliance

Company: IPC Systems, Inc.
Location: New York
Posted on: January 14, 2018

Job Description:

IPC is a global provider of mission-critical network services and trading communication technology to the financial markets community. With complete focus on this sector and over 40 years of expertise, IPC provides customers with integrated solutions that support traders and participants across the entire trade lifecycle, including sell-side and buy-side financial institutions, inter-dealer brokers, liquidity venues, clearing and settlement firms, independent software vendors, corporate finance departments, financial information exchange providers and market data providers. IPC---s offerings include a unified communications/application platform, award-winning trading positions, managed voice and data connectivity solutions, compliance technologies, infrastructure management and a suite of enhanced service offerings. IPC---s global reach extends to more than 60 countries --- including a network of 5,000 customer sites over 700 cities and an installed base of approximately 120,000 trading positions deployed worldwide. Headquartered in Jersey City, New Jersey, IPC has over 900 employees located throughout the Americas and the EMEA and Asia-Pacific regions. IPC---s mission is to continually innovate to support collaboration across the global financial community and address our clients--- needs in an ever-changing landscape. For more information, visit www.ipc.com. Brief Description Role Description IPC---s Compliance Business Line is seeking a professional and ambitious Senior Systems Engineer, Technical Lead with a proven track record of delivering voice recording solutions and services across a number of voice recording manufacturer product sets, to join the Compliance team in AMER. The Compliance Support Senior Systems Engineer, Technical Lead, will oversee technical escalations and assist the day-to-day operations of the team, ensuring motivation and performance levels are maintained and will focus on coordinating the team, delegating tasks and mentoring team members. The Senior Systems Engineer, Technical Lead will work ---hands on--- alongside the rest of the team delivering services, troubleshooting and managing incident escalations. Detailed Description Responsibilities:

  • Work in unison with the Regional Manager and other Support Technical Leads to ensure that our resourcing, SLA and KPI targets are met.
  • Be responsible for the processes surrounding the security and integrity of Customer recorded audio and data including those systems managed by our on-site engineers.
  • Act as the first escalation point for any customer service issues and requests
  • Provide Technical leadership, support and guidance, to the team which may mean on site attendance together with fault resolution activity. Provide strategic and tactical direction in the use of risk and compliance and call recording technologies.
  • Monitor work queues and delegate work to ensure SLA---s are met.
  • Check that all tickets allocated to the onsite team by the client have been updated and categorized accordingly.
  • Understands the need to work, and act within the constraints of the Customer change control, project planning and internal policies. Explain and support IPC team to work within the customer process and internal constraint
  • Your time is likely to be distributed as follows:
    • Resourcing 35%
    • Team management 5%
    • Process Supervision and adherence 30%
    • Technical Support and Escalation 30% Desired Skills and Experience:
      • 6+ years of supporting and working in recording and compliance financial environments, where mission critical Systems and Solutions are concerned
      • 10+ years--- experience in technical support roles: supporting server based products (Linux/Solaris/Microsoft Operating Systems) or in a role supporting Networking / Telecommunications products (Cisco, PBX, or Telecom Provider services) required
      • Technical background is a must, you will be a technical lead with a good grasp of SIP/VoIP communications as well as traditional TDM and Digital technology, and comfortably operate in voice recording solutions from NICE Systems (NTR, NIM, Analytics), Verint and RedBox. You will be used to working in a customer led environment, appreciate and understand the importance and mechanics of running outage free service in a high pressured environment.-- Voice recording accreditations are desired.
          • Strong understanding of technical concepts behind recording and compliance solutions: networking, Cisco/Avaya/BT/IPC/Etrali telephony, VoIP communication, SQL databases, storage solutions, analytics tools and solutions and cloud computing models.
          • Experience of working within an ITIL environment
          • Industry certification is beneficial (MCSE, MCTIP, CISCO,AVAYA,VMWARE) Job Requirements Job Requirements:-- Minimum two-year college degree, 4 year college degree preferred.-- Have Strong communication skills in English (oral & written). Second language skill is beneficial: French-- Flexible schedule is a must --- must be willing to handle after hours / weekend escalations and oversight activities (a significant amount of activity occurs after hours due to change windows) and willing to travel on short notice in AMER region.-- Passionate about execution, excellence, consistency and speed of completion-- Collaborative working and willing to share knowledge and experience-- Customer focused with excellent rapport building skills --- able to comfortably communicate with clients face to face, over the phone or email-- Demonstrates initiative, resilience and able to accept responsibilityAdditional Details:-- Engineering team based in the USA, NYC-- Permanent Additional Details IPC offers Medical, Dental, Vision, Life Insurance and Accidental Death and Dismemberment, Long and Short Term Disability, 401(k), Flexible Spending Accounts, Pre-tax Commuter Program, Employee Assistance Program, Aflac, Tuition Reimbursement, Vacation/Personal/Sick Days. Due to the great number of applications we receive for each of our open vacancies, we are unable to respond on an individual basis.To all recruitment agencies:---IPC does not accept unsolicited Resumes. Please do not forward Resumes to any IPC employee, location or website. IPC is not responsible for any fees related to unsolicited Resumes. How To Apply Country United States United States Exempt or Non-exempt non-exempt non-exempt Amount of Travel Work At Home

            Keywords: IPC Systems, Inc., New York, technical Manager - Unified Recording and Compliance, IT / Software / Systems, New York, New York

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