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Network Services - Voice Technical Analyst

Bank of America

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Corporate Title: Assistant Vice President

Location: Chester

Line of Business: CTO

We are currently looking for a Voice Technical Analyst to work within Network Services for our Chester offices. This team provides Operations leadership, including strategic/tactical direction, for information technology and client/business area issues in the Network Services environment.

This team gives you the opportunity to work with the LOB’s for the development of service standards that impact the client/business area. In addition you will also engaged directly with suppliers and carriers in management and adherence to Bank SLA standards, whilst working closely with its peers and colleagues in engineering both within region and globally.

What will your responsibilities include?

  • Analyse and manage complex production issues
  • Make timely decisions on resolutions / escalations to ensure business impacts are minimised
  • Oversee the day to day performance of the Banks voice vendors
  • Conduct monthly vendor service reviews against contracted SLA’s
  • Implement and manage Continuous Process Improvement Plans
  • Identify / Manage and mitigate risks within the operational environment
  • Provide an escalation point between the business technology groups, line of businesses and the vendors
  • Ensure Business continuity plans are in place, and regularly tested
  • Ensure appropriate network monitoring tools are in place and are effectively managed to assist in fault diagnostics
  • Ensure Capacity and Inventory Management processes are in place and regularly update
  • Attend network CAB meetings and analyse changes to mitigate risk
  • Ensuring Incident, Problem and Change Management procedures are adhered to

What skills/competencies will you possess?


  • Senior operations experience supporting a major corporate network and voice infrastructure
  • Good working knowledge of voice management platforms and tools
  • Ability to follow incident, change and problem process
  • Good communication skillset to manage and take charge of incident triage
  • Good knowledge of Voice products such as CUCM, Unity Connections, CDR Call Logging, CUAC
  • Experience in troubleshooting complex problems in technologies such as SIP, H323, MGCP, ISDN30, QSIG
  • ITIL accreditation
  • Proteus call logger knowledge
  • Avaya ACM knowledge
  • VM Ware
  • Trader voice knowledge
  • Experience working in financial industry (banking preferred)
  • Cisco Jabber


  • Demonstrates Analytical Ability-must be able to assist in resolution of complex issues during high pressure situations
  • Able to communicate with a wide range of staff, from technology implementation through to senior management levels
  • Works effectively as part of a global team across multiple time zones
  • Works effectively with others towards achieving objectives
  • Willingness to work outside of normal working hours where necessary including on-call (approx. 1 week in 6)
  • Capable of quickly learning new technologies and procedures, as well as being willing to train others in procedures mastered
  • Possesses end to end knowledge of supported domain business environment.
  • Communicates in a clear and concise manner both written and oral (face to face and teleconferencing)
  • Ability to work under pressure with minimal supervision.
  • Ability to project manage operational projects between different teams/vendors

About Bank of America Merrill Lynch

Bank of America is one of the world's leading financial institutions, serving individual consumers, small- and middle-market businesses, large corporations and governments with a full range of financial and risk management products and services. Bank of America Merrill Lynch is the marketing name for the global banking and markets businesses.

The company has had a presence in EMEA since 1922. With offices in 19 countries on three continents, it offers an integrated and comprehensive set of products and services across Global Corporate and Investment Banking, Global Markets and Consumer Card, serving the needs of individual, corporate, institutional and government clients, combining the best of local knowledge and global expertise. Developing solutions for social and environmental challenges is at the core of Bank of America Merrill Lynch’s responsibility platform. In more than 90 countries around the world, we partner with employees, clients and stakeholders to help make financial lives better.


If you‘re interested in this opportunity please send your details to us by applying online.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mindset are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Posting Date: 21/05/2019

Location: Chester Business Park - Stansfield House - United Kingdom

Full / Part-time: Full time

Hours Per Week: 35

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