DescriptionInvestec Sandton is looking for a Unified Communications Service Lead in the Network and Communications team.
The role is to provide leadership of the Unified Communications service team in seeking excellence in both operational and engineering disciplines.
This is both a highly technical / hands on role and leading a team of subject matter experts to deliver unified communications services across both project and BAU activities.The role comes with a Bank wide remit covering all Investec business units globally and providing services to the Rathbones Group.
A key part of the Network & Communications leadership team, this role must play a leading part in defining strategy, creating technical roadmaps and helping to managing our operating model and our people, whilst keeping In line with Investec's wider strategic roadmaps and the journey to the Azure cloud.
Key ResponsibilitiesServices 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• You will provide leadership and management to the engineers aligned to the Unified Communications team, setting clear expectations, goals and identifying areas for improvement• Undertaking day to day staff management activities, including but not limited to leave requests, training and any resource management• Ensure team is correctly positioned, organised, resourced and structured• Ensure all team members adhere to and comply with all internal governance, process and procedure• Perform annual appraisals for all direct reports, including objective setting and personal development plans• 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• Problem Management – assist in the management of Problem management activities ensuring that all open problem records within the area are regularly updated and reported on through to closure• Change Management – ensure that all team changes follow the internal change management processes; have adequate planning, preparation and continue to be part of the peer review process Technical Management• Act as domain expert for all matters relating to unified communications services• Be able to actively assist in delivery execution and incident resolution as required with your team• Provide escalation support in complex troubleshooting of major incidents as required• Responsible for ensuring defined and documented standards are in place across the unified communications portfolio• Work closely with the rest of the Network & Communications leadership team to provide thought leadership, influence and shape the strategic direction• Own and manage the Technology Lifecycle Management for all unified communications products, reviewing on a bi-annual basis to ensure it remains up to date• Ensure Capacity planning is undertaken across all areas of the service and reported on a regular basis• Coordinate the team to react to audit findings or open risks in a timely manner.
Provide regular feedback and progress updates to the audit and risk teams• Act as initial project lead for all new projects ensuring adequate resourcing to deliver requirements are in place• To design leading unified communication solutions to meet the customer's business requirements• To produce technical proposal documentation to articulate the business and technical benefits of the solutions being proposed, including Proof of Concept solutions to support strategic approach or in support of general innovation in the Network & Communications space• Undertake an internal consulting role, providing unified communication services advice and design services to other teams within the organisation• Disaster Recovery and Business Continuity for systems, ensuring all recovery steps/runbook exists and are regularly tested Experience, skill and capability Core skills and experience• You will be expert at leading and resolving complex incidents and problems.• You will have considerable first-hand experience of providing IT support/service in a pressurised environment• You will be an excellent communicator and liaise effectively with global colleagues and team members at all levels• You will have effective leadership and stakeholder management skills with an ability to drive performance• You will have an attention to detail in everything you do along with a natural willingness to help your customers and colleagues It is desirable and advantageous to also have knowledge and experience of the following areas:• Dealer board technologies (BT IPTrade)• Experience with Microsoft Teams Room technologies Technical CertificationThe following certification or demonstrable working experience would be highly advantageous:• 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 The Investec CultureAt Investec we look for intelligent, energetic people filled with passion, integrity and curiosity.
We value individuals who in turn value our culture that is, a flexible attitude comfortable to live with ambiguity and willing to challenge the status quo.
Diversity, talent and leadership are respected in pursuit of the growth of our business.
People who can manage themselves and build strong relationships in order to get things done, will perform in out of the ordinary ways in our environment.
We are committed to diversity and inclusion when recruiting internally and externally.
