Voice Operations L3 Manager - Enterprise Infrastructure - Vice President

Competitive plus benefits
Telecommuting not available Travel not required

Job Description

Team Profile:

This role is required to provide necessary Level-3 operational management for Morgan Stanley Voice infrastructures. This includes both incident management and delivery/task execution. Some of the projects for the EMEA Voice Ops team include EMEA SIP, Cisco IPT, IPC replacement as well as a number of significant Voice Hygiene projects. This team also provides follow the sun support of MS Voice infrastructure globally. This person will lead a team of 2 FTEs/2FTCs and a number of Project Consultant/Vendor resources.

Role Profile:

Operational Support Areas:

  • You will be the point of escalation from level 1-2 and be responsible for ownership and Resolution of Faults - across all platforms.
  • You will provide level 3 Incident and Problem Management including Outage Management as per ECC procedures problem ownership, diagnosis, RCA and remediation as required.
  • You will be responsible for execution of critical refresh projects across all voice technologies.
  • You should actively training/knowledge transfer in Level 1/2 to the wider team.
  • Your role will involve Vendor Management.
  • You should drive process improvements and automation.
  • You'll be responsible for small voice projects operational projects/remediation.
  • The role requires to you be on-call & weekend work as part of a shift rota shared across the team.
  • You be the point of contact for technical advice and recommendations of best practice for voice systems/platforms within EMEA region including hygiene, software & hardware review.
  • You should actively collaborate with Task Management and vendors to ensure all projects comply with Operations Permit to Operate (PTO) process.


  • Review, update and maintain site documentation. Test procedures: ensuring adequate test procedures are in place and documented.


  • Bug fix/ Patch updates. Regular System Audits. Proactive maintenance. Routing Optimization. Back-Up of all relevant equipment at recommended intervals. Proactive system checks to verify system health. Ensuring resiliency and capacity issues are identified and escalated.


Desired Skills:

  • Sound knowledge of Cisco IPT and the four standard layers of the Cisco Unied Communications voice infrastructure model.
  • In depth knowledge of cisco cluster designs and call-processing workflows and ability to troubleshoot complex routing and switching problems.
  • Experience maintaining and providing L3 operations support in Cisco UC Platforms and Cisco Voice Platforms.
  • Ability to leverage Voice tools and instrumentation to report on system health and to proactively identify and resolve call capacity, processing and routing issues across converged voice platforms.
  • Working knowledge of telephony ecosystems (SBC, CM PBX, SM, SysMgr), T1 / PRI, SIP Trunking fundamentals.
  • Service focused with ability to build relationships at all levels.
  • Willingness to expand voice knowledge across other voice platforms.

Company Profile:
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.

As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.

Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.*LI-JM1
Dice Id : DI3365
Position Id : 3102541
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