GRB Technology - IT3 Lead Network Support Engineer — Voice Job Details

Lead Network Support Engineer - Voice

Key Accountabilities & approximate time split (%)%3C/SPAN>

The Global Voice Operations team are responsible for the management and support of the Core GRB global voice infrastructure. The technologies and toolsets deployed consist of the following:

• PBX,Call centre integration, multi site IP routing Voicemail, Voice recording, PSTN Services, Mobiles, UC, FMC, Switchboard Services, Audio Conferencing

Vendors

• Nortel, Avaya ,Cisco, NICE, Verint, BT, C&W, multiple PSTN providers

Monitoring Toolsets

• Nortel Telephony Manager, NetIQ, various Vendor portals, HP Openview Network Node Manager, NetQoS

The primary responsibilities of the Lead Network Support Engineers are detailed below:

1. Leadership and accountability for technologies and / or controls within voice support team (team size >10 FTE across strategic centres - UK, Lithuania, Singapore)
   
   
   
   
   1. Design, development, implementation and continuous improvement of processes, controls and service levels for managing GRB global core voice infrastructure
   
   
   2. Maximise the use of toolsets and automation to manage and improve the stability and compliance of GRB voice infrastructure.
   
   
   3. Management of changes to ensure quality delivery within defined service levels and maintain the stability of production environment.
   
   
   4. Ensure adherence to Barclay's policies, standards and controls
   
   
   5. Contribute to capability development and management of wider Global Network Support team
   
   
   6. Represent Global Networks at technical and / or management meetings with stakeholders from wider technology or business organisation.
   
   
   7. Proactively seeking to improve the solutions that Global Networks deliver to the business and acting as owner of suggested improvement where appropriate.
   
   
   8. Act as point of contact internally and externally for technical queries for their area of expertise.
   
   
   
   


2. Resolution of events, Incidents, Problems and complex changes within the Barclays GRCB network estate including:
   
   
   
   
   1. High priority Incident diagnosis
   
   
   2. Repair, Recovery Monitoring and confirmation of Service Restorations
   
   
   3. Management of the Networks Problem Management queue
   
   
   4. Problem Management Root Cause Analysis and identification of options for permanent fixes
   
   
   5. Problem identification through Incident management or pro-active service analysis
   
   
   6. Seek to enhance and update their technical capability in line with current technology trends.
   
   
   7. Engage 3rd line support in line with agreed processes
   
   
   
   


3. Proactively manage and own the Barclays network estate using various monitoring tools (HP OpenView, NetIQ, etc) to provide the back office 2^nd/3^rd line support capability for their area of expertise.


4. Fix or manage technical escalation to supplier contacts any network incidents or problems to resolution that are impacting the Barclays network estate on a 24x7 365 basis ( as part of a technical on call rota)


5. Act as technical acceptance authority for solutions that are to be deployed into the Barclays live network environment, ensuring that no design is deployed which contravenes the Barclays policy on security/design resiliency and manageability.


6. Ensure that they actively participate in their own development and contribute to ensuring that their understanding of technology is current in line with their job description.


7. Represent the Barclays network operations at technical and management meetings as required.


8. Engage in proactively seeking to improve the solutions that the Networks deliver to the business and acting as technical owner of suggested improvement where appropriate.


9. Take responsibility and actively contribute to driving service improvement within the Networks and strive to offer the best level of available service to our customer base.

Act as technical point of contact internally and externally for technical queries for their area of expertise.

Person Specification

1. Proven knowledge and expertise of specific technical platforms:

· In depth, detailed knowledge of all major components of the voice infrastructure used within the Barclays group - e.g. Nortel Meridian, Symposium, MPS, CCT,

NCC Call Pilot, Verint & Nice Voice Recording, PSTN Services, Featurenet 1000/5000, Eclipse Call Management

· Proven experience in managing the voice real-estate of a major financial institution and ensuring it is kept at a level capable of sustaining business requirements

· Thorough knowledge of the large Nortel based contact centres environments

· Thorough knowledge of CTI Integration

· Thorough knowledge of PBX & PSTN signalling systems such as DPNSS, Q931, Qsig, DASS, E&M, AC15, Sip, H.323, ICM

· Through knowledge of VoIP based technologies, H.323, Codec's, IP Trunking

· Good technical knowledge of Cisco based LAN/WAN routers and switches

· A good awareness of VOIP technology (Nortel & Cisco) and its implementation in a Cisco Routed / Switched environment

· Good knowledge and experience of WAN routing technologies used within the Barclays group

· Proven experience in Supporting large and complex voice solutions

· Solid knowledge of all the major components in a vendor's solution

· Competent in discussing the technology with vendor escalation support team

1. Educated to degree or higher national diploma level in a relevant science related discipline.


2. Certification or equivalent experience on Cisco routers/switches (CCNA/CCNP)


3. Practical experience of live operational enterprise voice network environments, preferably some of which has been gained in banking or other financial sector environment.


4. Understanding of incident and problem management in a network operations environment.


5. Has worked in or is qualified with ITIL practices.


6. Can demonstrate logical fault resolution techniques, backed by tenacity to resolve customer problems.


7. Can demonstrate through evidence that they have contributed to their own learning and development throughout their career.


8. Is able to communicate effectively at differing levels of expertise in business environments.