Senior Analyst

Job Title

Senior Analyst ITIP Voice & Video

Department

ITIP Voice & Video

12 countries in the Asia Pacific region

Trader Voice and Voice Recording systems

Key Responsibilities

Operations & BAU Support

• Deliver operational support for

  Trader Voice and Voice Recording services

• Perform

  L1 and L2 troubleshooting

  for voice and recording-related issues
• Conduct daily

  Ready for Business health checks

• Manage incidents, changes, problems, and maintenance activities
  
• Ensure systems meet

  availability, SLA, and compliance requirements

• Monitor and manage voice and recording infrastructure proactively
  

Voice Recording Systems Support

• Provide hands-on support for:
  

• NICE NTR / NTR-X / NICE Fusion

• Verint Verba

• Troubleshoot recording failures, call quality issues, and system anomalies
  
• Collect and analyze

  system and application trace logs

• Prepare operational, compliance, and litigation reports
  
• Provide metrics and data for

  third-line escalation

Voice Systems Support

• Support enterprise and trading voice platforms, including:
  

• IPC Unigy

• Cisco Voice (CUCM)

• Microsoft Teams Voice

Project Delivery

• Lead and support

  migration and enhancement projects

  related to NICE, Verba, and IPC platforms
• Manage platforms through their lifecycle, including planning, documentation, and upgrades
  
• Collaborate with global teams for knowledge sharing and continuous improvement
  

Governance & Collaboration

• Adhere strictly to internal controls, policies, and procedures
  
• Work closely with regional Voice Recording Operations teams
  
• Ensure timely delivery of tasks and adherence to deadlines
  
• Demonstrate ownership and accountability in a high-pressure trading environment
  

Technical & Professional Competencies

Mandatory Skills & Experience

• 7+ years of experience

  in Trading Voice / Voice Recording Infrastructure
• Strong hands-on expertise in:
  

• NICE NTR / NTR-X

• NICE Fusion

• Verint Verba

• Proven experience managing

  NICE, Verba, and IPC migration projects

• In-depth knowledge of

  Windows Server environments

• Experience with system and application

  log analysis

• Strong understanding of

  financial compliance regulations

  (MiFID, Dodd-Frank, etc.)
• Experience supporting

  IPC Unigy

  trading voice platforms

Good to Have

• Knowledge of

  Oracle SBC

• Experience with

  NAS and SAN storage

• Knowledge of

  SQL Server

• Proficiency in

  Microsoft Excel

  for reporting
• Experience with

  Call Logging Systems

• Familiarity with:
  
• Cisco CUCM v15
  
• MS Teams Voice
  

Behavioral & Transversal Skills

Behavioral Skills

• Strong collaboration and teamwork abilities
  
• Excellent verbal and written communication skills
  
• Problem-solving and analytical mindset
  
• Results-driven with a strong sense of ownership
  

Transversal Skills

• Analytical ability and structured thinking
  
• Ability to manage and support change
  
• Project management capability
  
• Ability to define and track performance indicators
  
• Process development and optimization skills
  

Certifications (Preferred / Mandatory)

• NICE Certification (NTR & NTR-X)

  – Mandatory

Interested Candidates kindly share your share your resume along with below requested details at rehanabegum.naddimulla@kiya.ai

Required Details (to be shared during application):

• Full Name (as per PAN Card)
  
• PAN Card Number
  
• Date of Birth (DD/MM/YYYY)