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Unified Communications Service Lead
2 months ago
About Investec
Investec is a leading specialist bank serving clients primarily in the UK and South Africa. Our unique culture sets us apart, fostering a collaborative and innovative work environment. We prioritize internal mobility, providing opportunities for growth and development. If you're an entrepreneurial individual with a passion for learning and collaboration, this could be the perfect fit for your career.
About the Role
We're seeking an experienced and skilled Unified Communications Service Lead to lead our team of experts. This role involves a combination of technical expertise and 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 member 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.
Key Responsibilities
- 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, assisting 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.
Requirements
- 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
- Dealer board technologies (BT IPTrade)
- Experience with Microsoft Teams Room technologies
Desirable 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
Benefits
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. Some of the benefits include:
- Wellbeing Subsidy
- Corporate Gym Membership
- Virtual GP
- Peppy Health App (Fertility, Menopause, and Early Parenthood)
- Optional Private Medical & Dental Insurance
- Non-contributory Pension & Discretionary Bonus
- Life Assurance, Critical Illness & Income Protection
- Season Ticket Loan & Electric Vehicle Scheme
Our Culture
At Investec, we value diversity and inclusion, creating an environment where everyone feels welcome and empowered to contribute. We believe that a sense of belonging is essential to driving innovation, creativity, and business performance. We strive to make everyone feel at home, and we're committed to making our workplace a place where everyone can thrive.
