L3 Voice Operation Engineer

Senior (6-10 years)


Technical Skills

  • Disaster Recovery Planning
  • User Experience (UX)
  • Vendor Management

Job Description

L3 Voice Operation Engineer

Location: Non-Japan Asia-Hong Kong-Hong Kong-Hong Kong

Morgan Stanley is a global financial services firm and a market leader in investment banking, securities, investment management and wealth management services. With more than 600 offices in 33 countries, the people of Morgan Stanley are dedicated to providing our clients the finest thinking, products and services to help them achieve even the most challenging goals. For further information about Morgan Stanley, please visit www.morganstanley.com.

EI is that global technology group that delivers the software and hardware technology solutions that make our businesses run. The team manages the production, operations, and engineering of our data centers, voice and data networking solutions, wireless technologies, server and database operations, desktops, servers and mainframes.

As a core EI pillar, the ENS L3 Operation team is responsible for the deployment, maintenance, and support of our global Data & Voice network, utilizing the latest telecommunications and networking technologies available, to deliver the best possible end-user experience. The team has an opportunity for an experienced L3 Voice Operation Engineer in Hong Kong, reporting to the ENS Asia Voice Operations Manager.


Primary Responsibilities:

- The successful candidate will be part of a team of highly technical Voice Network Engineers across Asia (Japan, Hong Kong and India) and be part of a Global Operations group supporting the overall Morgan Stanley Data & Voice services;
- The candidate will be responsible to support the global Voice infrastructure, including Incident, Problem, and Change Management as part of a global ?follow the sun? group;
- Voice Services include:
o Standard telephony (Cisco IP Telephony 10.x/11.x);
o Trading telephony (BT ITS Trading Telephony);
o Intercom (SpeakerBus);
o Voice Recording (NICE);
- The successful candidate should be able to identify specific improvements within Network Services standards or processes and work with other ENS teams to take action on;
- Successfully receive technical escalations and independently provide solutions to resolve high impacting network incidents. Expertly conduct root-cause analysis for major problems and drive the troubleshooting to resolution;
- Oversight of the offshore provided L1/L2 support desks;
- Point of escalations for offshore Level1 and Level2 for incident management;
- Communicate with business units during projects and incidents (Severity 1 and 2 bridges);
- Operational acceptance of new deployments and create technical documentation for as built environment. (Permit to Operate);
- Participate in vendor management and governance process;
- Participate in Regional Management on-call duties in rotation;

Technical Skills Required: 

- The successful candidate will have 7+ year experience in a similar position in an equivalent Financial Services firm;
- Hands-on experience with Voice Technologies;
- Voice Network Skills:
o Avaya Communication Manager (Release 6.x);
o Avaya System and Session Manager;
o Avaya Media Exchange (Release 6.x);
o Avaya One X Communicator;
o Cisco IPT (Release 10.x and 11.x);
o BT Netrix Trading systems (Release 18.5);
o NICE Voice Recording;(NTR 6.x)
o Mobile Voice Recording;
o Call Center infrastructure;
o Speakerbus;
o Session Boarder Controllers;
o Strong knowledge and experience with VoIP technologies (H.323 & SIP);
- A strong knowledge of data networking principles;
- Financial Market Data, Client and Exchange connectivity is a strong plus;

Soft Skills Required: 

- Excellent Incident / Troubleshooting skills;
- Leadership and Mentoring skills in a highly technical environment;
- Ability to prioritize along with very good time management skills;
- Desire to learn and adapt to new technology;
- Excellent interpersonal skills;
- Excellent problem solving skills;
- Ability to participate as part of a team;
- High level of initiative, proactive approach;
- Ability to work in a team and global environment;
- Sense of ownership/accountability;
- Flexible and adaptable to meet the team needs;
- Honest, hardworking and reliable;

Employment TypeFull-time
Career LevelSenior (6-10 years)
Education LevelNon-specified
Morgan StanleyInvestment Banking and Brokerage

Level 46 International Commerce Centre 1 Austin Road West Kowloon Hong Kong SAR

directions_walk21 mins walk from Austin MTR Station