Unified Communications Service Lead (10820)

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.
  
  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
  
  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., 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., Embedded 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.
  
  Pension

Private Medical Cover
Virtual GP
Gym Discounts
Psychologist Service
Annual Leave
Life Assurance
Loading