Job Title: Associate, Lead Support Analyst (Singapore)
JOB DESCRIPTION
Job title: Lead Support Analyst
Corporate Title: Associate
Department: Group Technology
Location: Singapore
Company overview
Nomura is a global financial services group with an integrated network spanning over 30 countries and regions. By connecting markets East & West, Nomura services the needs of individuals, institutions, corporates and governments through its three business divisions: Retail, Wholesale (Global Markets and Investment Banking), and Investment Management. Founded in 1925, the firm is built on a tradition of disciplined entrepreneurship, serving clients with creative solutions and considered thought leadership. For further information about Nomura, visit www.nomura.com.
Department overview:
Nomura's IT department provides technology solutions to support the company's business activities. The team works closely with senior leadership, business units, and stakeholders to develop and implement effective IT strategies, providing guidance on technology selection and implementation while ensuring system reliability, security, and scalability. Nomura's IT team specializes in software development, infrastructure management, cybersecurity, and data analytics and is known for providing exceptional service to clients. With a strong track record and commitment to innovation and global reach, Nomura's IT department is well-positioned to continue driving growth and success in the financial industry.
Role description:
As a voice engineer, the candidate will be responsible for maintaining and supporting Network and Telephony infrastructure, managing and delivering Network / Telephony projects in Asia within proposed budget and timelines.
Responsibilities :
• Design, implement and support network / telephony infrastructure, including IP telephony, Cisco unified communications Manager, Session Management Editor, Unity Voice mail, Cisco Expressway services for jabber mobile, mobile remote access Cisco phone, Webex edge audio, Trader Voice (BT/IPC), Voice recording systems, Mobile Voice services in Asia/Pacific, Call accounting system (Tiger, Prism, Proteus).
• Ensure and enhance Asia Pacific Voice Network and Telecom services to be in line with business requirement in terms of stability, resilience, and performance.
• Monitor voice system performance, capacity, and call quality, optimizing as necessary to ensure high availability and excellent user experience.
• Develop and maintain documentation for voice systems, including network diagrams, configurations, and standard operating procedures.
• Implement and manage disaster recovery and business continuity plans for voice infrastructure.
• Troubleshoot complex voice-related issues and implement solutions in a timely manner to meet business SLA.
• Manage vendor relationships for voice-related hardware, software, and services.
• Provide technical support and training to end-users on voice systems and features.
• Manage product lifecycles for voice platforms.
• Ensure global standard and best practices are implemented in all network infrastructure.
• Ensure technical documentation are properly maintained and updated at all times.
• Provide escalation support and advance troubleshooting for critical issues on voice platforms.
• Manage regional voice project implementation.
• Engineering and streamline operation workflow processes.
• Provide consultations and operational support to business and IT units, including daily morning systems checks to ensure Voice systems are ready for business.
• Work with Audit team to identify any gaps and recommend remediation plans.
• Provide ad-hoc after hours support whenever necessary to meet business requirement.
Skills, experience, qualifications and knowledge required:
• Diploma in Computer Science or Engineering with 10 years of technical and voice operation experience in banking and finance industry.
• Minimum 5 years’ of experience in Cisco Call Manager Configuration / Cisco Unity / Session Management Editor / Expressway / Jabber.
• Experience on trader voice platforms (BT ITS /IPC Unigy platform/Speakerbus system), voice recording platforms (Verint, Nice) including MS TEAMS cloud recording, Jabber softphone and mobile recording with knowledge on TCP/IP, QoS and VoIP protocols (SIP, H323, RTP, SRTP)
• Experience with SIP trunking and PSTN ISDN connectivity.
• Knowledge of QoS (Quality of Service) implementation for voice traffic.
• Experience with Call Detail Recording systems (Tiger Prism, Proteus).
• Experience with recorder reconciliation tools to ensure no recording loss.
• Experience with automation on systems parameters automated checks to flag up any incorrect settings.
• Familiarity with voice security best practices and compliance requirements.
• Regional project implementation experience.
• Work independently in a highly dynamic environment, both individually and as a team.
Diversity Statement
Nomura is committed to an employment policy of equal opportunities, and is fundamentally opposed to any less favourable treatment accorded to existing or potential members of staff on the grounds of race, creed, colour, nationality, disability, marital status, pregnancy, gender or sexual orientation.
DISCLAIMER: This Job Description is for reference only, and whilst this is intended to be an accurate reflection of the current job, it is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. The management reserves the right to revise the job and may, at his or her discretion, assign or reassign duties and responsibilities to this job at any time.
Nomura is an Equal Opportunity Employer