I. Business Overview
The BNP Paribas Group is one of the largest international banking networks, with a presence in 72 countries. The organisation is an international financial services group, with in excess of 202,000 employees with solid roots in Europe, a significant and growing presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.
The BNP Paribas Group is organised around two main activities: Retail Banking & Services and Corporate & Institutional Banking (CIB).
MADRID IT Platform
The CIB IT Platform for EMEA is responsible to provide IT Services to our Clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. This function includes Global Markets Application Production, Local Territory IT Development, the Core Infrastructure environment including Datacentres, Application Production, Security, Architecture as well as elements of the Global Services organisation.
The Trading Voice Services Support Team Leader performs a key role within the Voice Recording Team.
The purpose of the role is to lead and develop a high performing team of specialist support analysts located on different countries (Spain, United Kingdom and France), ensuring that reported incidents, changes and service requests are processed as efficiently as possible following company processes and policies. Work in hand to hand with other teams and ensure the team is fully aligned with the Global voice team in Paris and the global strategy.
The trading voice Services Support Team Leader will be expected to work proactively to continually improve the quality, effectiveness, and efficiency of the services they support, whilst retaining specialist knowledge of relevant business and technical areas. He will be responsible to manage the infrastructure and the team members.
The role demands strong advisory skills combined with good business, operational, good communication skills, customer engagement and technical expertise of the enterprise voice infrastructure.
III. Position – Tasks & Key Responsibilities
· Ability to manage and lead a team, delegating effectively showing leadership through example and sustained performance.
· Effective team working experience, ensuring constructive use of skills, knowledge, and experience of all staff within the team.
- Strong understanding of enterprise Voice technologies including:
- Kurmi automatic provisioning for Cisco/Teams/Unigy and VR,
- NTR-X/Unigy/Cisco Automation between Service Now and Kurmi
- Session Border Controllers
- Cisco Call manager
· Organisational and planning skills, with the ability to prioritise activities and projects whilst coordinating complex technical support activity and report service status to senior management.
· Ensure all incidents, tasks and request are delivered within the service Level agreement.
· Ensure team acknowledge is up to date creating an on-going training plan.
· Ensure all the infrastructure is properly monitored.
- Obsolescence management as well ad patching, security and documentation is up to date.
IV. Personal Attributes
- Eager to learn
- Analytical mind-set
- Ability to work well under pressure, ability to work autonomous and in team environment, following procedures.
· Good interpersonal and communication skills.
V. Languages & Qualifications
LANGUAGES
- High English spoken and written fluent (B2/C)
- French spoken and written will be valued
QUALIFICATIONS
- Bachelor in Computer Science or equivalent
- ITIL Foundation certificate will be desirable
- Cisco / Oracle / Skype certifications
VI. Others
- On Site Services: From 7:30 to 19:30 schedule to cover in weekly shifts of 8 working hours/day
- On Call Services: Out of regular schedule, we provide On Call services 24/7 to be covered in weekly shifts by team members.
Diversity and Inclusion commitment
BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.