Sr. IT Manger of Voice/Telecom – Sandy, Utah or Tempe, Az. 

For over 30 years, The Bank has helped innovative companies and their investors move bold ideas forward, fast. The Bank provides targeted banking services to companies of all sizes in innovation centers around the world.

Join talented technologists to help advance many of the smartest client companies on the planet. The Bank offers a great benefits package -- annual bonuses, sign-on bonuses, profit sharing, matching 401K, flexible work environment, and much more.  

Ready to Make an Impact?

Then this might be the perfect opportunity for you. Be a part of a The Bank’s future and join a growing global company known for a relentless focus on clients who change the world. Put your talents to work on developing the technology that makes it all possible.

As a Sr. IT Manger of Voice and Telecom, you provide the progressive leadership and vision needed to support The Bank’s technologies that flawlessly serve our customers daily. The right candidate for this critical role will balance keeping the bank’s voice and telecom systems up, operational and secure, while driving the change needed to embrace innovative methods and technology. Our clients and business growth dictate a pace that enables us to release new features frequently, pivot quickly, and expand efficiently while always operating within the appropriate financial services controls and policies. Your challenge is to enable this vision while leading and strengthening the team and services that will deliver superior system performance and resiliency to support our growth objectives.

Your business acumen will be critical to extend our strategic partnerships to deliver solutions and support scalable growth while being highly secure. Your team will be responsible for engineering our next generation of solutions. Your ability to apply sound fiscal management practices will enable The bank’s value/cost proposition. You will be responsible for building and developing an exceptionally talented voice and telecom operations and support organization. The ideal candidate is a deep technologist with a proven track record of building large scalable voice and telecom solutions across The Bank’s global presence and possesses a service-oriented mind-set. A creative thinker and problem solver that is very comfortable with IT policy, standards, processes and compliance. Your breadth of vision is grounded in past experiences in other technology disciplines such as project management and software development. You will engage regularly with the Office of the CIO, CTO, Security Office, Internal Audit, IT colleagues, and business partners. You will have spent most of your career leading and managing efforts to improve system availability and consistency, and increased operations efficiency with the use of technology, in partnership with other IT support teams.

Our ideal candidate will possess a balance of business acumen, be technically competent, collaborative, and a hands-on self-starter with strong communication, leadership and organizational development skills. One must be able to work with multiple teams simultaneously and thrive in a fast-paced, dynamic environment.

Job Responsibilities:

• Manages the team responsible for the designs and plans for the voice/telecom communications systems.
• Responsible for coordinating employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions.
• Ensures specifications and detailed schematics for voice/telecom architecture are documented.
• Provide leadership, mentoring, coaching, career development and feedback for performance management to a highly technical team.
• Lead your team and execute complex and high visibility end to end projects through design, budgeting, testing, implementation and performance monitoring.
• Ensure that requirements are captured in the definition of technical design for IT infrastructure upgrades, installations, architecture improvements, and support activities.
• Drive business-critical people, process and technology change.
• Manage and contribute to leading edge practices, tools and technology, to include; Cloud computing, IaaS, PaaS, Agile, big data analytics.
• Experience building and leading distributed teams.
• Experience analyzing critical infrastructure risks and implementing mitigation plans.
• Lead infrastructure technology best practices, performance management, monitoring and alerting systems, ITIL and COBIT.
• Manage a sound fiscal budget (capital and expenses) for acquisition of equipment, maintenance and services.
• Develop team and mentor talent to deliver the technology management and execution capabilities of the organization. Enable a constantly learning environment.
• Comprehensive technology delivery that is secure and reliable including disaster recovery planning and operations, highly available voice/telecom architectures, including call center, end user telephony, contact center, voicemail, dial plans, IVR and call recordings;
• Lead the team responsible for designing and building or leverage partner tooling and technology to provide operational visibility into the performance and resiliency of systems and business processes.
• Create training and professional development plans for voice/telecom engineers.
• Establish best practices and policies for the voice/telecom platform design to guide engineers in delivering best-of-breed solutions.
• Lead the Team in the development of automation tools, and continuous improvement in monitoring.
• Lead the Team in digital transformation and adopting an agile culture and workflow.
• Manage vendor relationships to ensure service levels, support and market-competitive pricing levels are met satisfactorily.
• Participates in voice/telecom platform evaluation, and vendor selection for The Bank’s Global Workforce and Customer facing voice/telecom needs.
• Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting voice/telecom performance.
• After hour/emergency on-call work may be necessary.
• Perform other duties/projects as requested by senior management.

Qualifications:

• 3-5 years of experience leading highly technical Teams in complex environments;
• Recommended Minimum 4-year degree in Computer Science or related field;
• Deep, technical, hands-on experience in voice/telecom operations and engineering;
• Strong interpersonal skills through keen understanding of one’s own behavior and work style with tolerance of other’s styles, needs and viewpoints. Consideration for others through courtesy, respect, humility and a service-oriented attitude;
• Appreciation, understanding and ability to thrive in an autonomous work environment with the ability to work in self-organizing Teams towards a common goal;
• Experience with compliance audits, controls concepts, gap analysis and remediation processes;
• Experience with and understanding of modern cloud for voice/telecom solutions;
• Strong written and verbal communication skills as well as presentation skills;
• Demonstrated experience with voice/telecom platform technologies preferably in an Engineering and/or Architecture role;
• Demonstrated experience with process and project management using Agile in an ITIL or COBIT environment;
• Demonstrated leadership, communication, and customer service skills, including experience communicating to senior-level executives and 3rd party customers;
• Excellent analytical and problem-solving skills coupled with discretion and sound independent judgment;
• An appreciation and focus on the full stack of technologies driving a solution/experience for voice/telecom and the supporting technologies and touchpoints (including network, systems, application, data and monitoring etc.);
• An analytical mindset with the ability to visualize, articulate, and solve both complex and uncomplicated problems and concepts, and make decisions that make sense based on available information;
• Experience supporting SaaS business and DEV Ops in an Agile Scrum environment.
• Global operations in a highly regulated industry required, Financial Services experience preferred, PCI a plus;
• 5-7 years of Telecom related operational experience managing day-to-day operational monitoring and technical support for voice/telecom infrastructure and teams;
• Experience in working with VOIP Systems, Call accounting software, IVR systems, Call center products, and telecom vendors;
• Understanding of networking technologies including; TCP/IP, DHCP, VLAN, QoS, VoIP, SCCP, SIP, MGCP, PRI, TMS, VCS and various WAN technologies;
• Ability to deal effectively with telecommunications services and equipment vendors;
• Ability to work with business to understand voice requirements