AVP, Senior Voice Engineer (JRI-5617)

The Japan Research Institute (JRI) Limited is a subsidiary of Sumitomo Mitsui Banking Corporation (SMBC) Group. SMBC Group is a Tokyo-based bank holding company that is ranked among the largest 25 banks globally by assets under management. JRI provides comprehensive, highly value-added information services through the coordinated application of its 3 functions. i.e. information systems, consulting and think-tank. As a system integrator, JRI offers services in IT strategy planning, implementation and outsourcing to a broad range of industries and activities. JRI Singapore currently supports the overall IT functions of Sumitomo Mitsui Banking Corporation (SMBC) in Asia Pacific Region.

Responsibilities

• Support, maintain and upgrade of Business Communications and IP telephony exchange.
• Provide support to end user community in three office locations.
• Support departments such as Treasury, Legal and Internal Audit requests for recording and playbacks.
• Attend to walk in customers through use of end user technology in Singapore.
• Conduct remote and on-site troubleshooting.
• Record technical requirements and issues via a ticketing system (Service Now).
• Follow-up with clients and customers to resolve issues so as to ensure full operations and functional status of hardware and software.
• Report customer feed back and ensure continuous service level improvement.
• Assist with Business Recovery activities.
• Create Technical Documentation and Guides.
• Provide testing and evaluation set-up to end users on new applications and technologies.
• Provide assistance in the relocation and testing of IP phones due to department/employee movements.
• Work closely with vendors in managing Change and Incident resolution.
• Support Business in technology refresh and new technology project implementation. 
• Support includes troubleshooting and testing of Voice connectivity across regions.

Requirements

• A minimum of 3-5 years experience supporting a Bank or Financial Institute with 3 years’ experience in 2nd line support functions within the voice/telecoms industry and experience working with carriers, SIP/VOIP, and general LAN/WAN networking.
• Experience supporting Trading Floor and Treasury with knowledge in Cloud will be advantageous
• Good communications and interpersonal skills.
• Savvy with technology and computer with the passion to provide support to end users.
• Will be required to perform weekend support or Change.