Job Title: Sr. Analyst

Department: ITIP Voice & Video

About Business line/Function: ITIP

Position Purpose: The team provides comprehensive support to the business across multiple voice systems, spanning 12 countries in Asia Pacific. The main responsibilities include Level 1 and Level 2 troubleshooting, business-as-usual (BAU) activities, and voice-related projects.

The team focuses on the day-to-day management and user support of Voice Recording Systems infrastructure, ensuring seamless operation and troubleshooting.  The team also participates in projects related to voice services, driving innovation and improvement. 

Notably, the team is responsible for managing two key voice recording systems: Nice and Verba which capture a variety of channels: MS Team, Mobile providers, CISCO phones, IPC Turrets 

The Voice recording engineers’ primary focus will be on the delivery of projects related to the Record Keeping perimeter (Enterprise and Trader Voice & Voice Recording), In addition to project work, the candidate will collaborate closely with the RK Ops team to manage BAU activities, including Incident, change, problem, maintenance, and user support.

Responsibilities

Direct Responsibilities

• Responsible for the delivery of a range of Trader Voice and Voice Recording services into the Company. Primarily this involves operations, controls, and project delivery.
• Manage the technology, ensuring that it has maximum availability, and it is maintained at an appropriate technical level for support and maintenance purposes. 
• Knowledge distribution across regions.
• Management and monitoring of Voice and Voice Recording infrastructure.
• Perform daily ready for business checks.
• In depth knowledge of Voice Recording Infrastructure Systems (Mandatory): 
  • NICE NTR/NTR-X
  • NICE FUSION
  • VERINT VERBA
• Troubleshooting any Voice & Recording related issues.
• Collect metrics for third Line escalation
• Create reports for Voice Recording Operations and Senior Management teams
• Create reports for Voice Recording Operations and Compliance/Litigation teams
• Adhere to Internal Controls and procedures
• Ensure deadlines and SLA are met
• Collaborate with members of the Voice Recording Operations team in other Regions to ensure a continuous effort in resolving issues and knowledge sharing
• Voice Systems support (good to know):
  • IPC Unigy
  • Cisco Voice
  • MS Teams Voice

Contributing Responsibilities

-         Support for installing patches every month during weekends.

-        Coordinate with different BNPP internal teams for any new/additional requirements of Server, Database, etc. for any enhancements in Nice/IPC/Verint Verba Infrastructure

Technical & Behavioral Competencies

• 7+ Years’ experience in a relevant Trading Voice Support Role (Infrastructure).
• In depth knowledge of Voice Recording Infrastructure Systems (Mandatory): 
  • NICE NTR/NTR-X
  • NICE FUSION
  • VERINT VERBA
• Ability to collect and analyze Systems Trace Logs
• Ability to collect and analyze Recording application Trace Logs
• Good understanding of Windows servers
• General knowledge of Private wires and Hoot Networks
• Professional experience, documenting, planning and managing platforms through their life cycle
• Understanding of Compliance regulations (MiFID, DODD-Frank, etc.)
• Excellent problem-solving skills
• Excellent customer service and interpersonal skills
• Excellent communication skills
• Ability to prioritize along with good time management skills
• Ability to work as part of a Global team.
• Desire to learn and adapt to new technology skillsets
• Knowledge of SBC (Oracle)
• Call Logging Systems
• Experience with NAS and SAN systems
• Knowledge of SQL Server and Microsoft Excel
• General knowledge of Voice Systems (good to have): 
  • IPC UNIGY Version 5.5
  • Cisco CUCM v15
  • MS Teams Voice

Specific Qualifications:

-        Minimum 7 years working experience in the NICE NTR & NTR-X, Verba & IPC domain 

-        Must have managed NICE, Verba & IPC migration projects

-        Certified in NICE (NTR & NTR-X) 

-        Ability to work under pressure

-        Problem solving oriented

-        Teamwork

-        Sense of ownership

Skills Referential (Required knowledge, skills and abilities)

Technical Skills:

• NICE Recording skills (NTR-X)
• IPC Unigy
• Verba recording platform
• Advanced Excel
• SQL / MySQL

Behavioral Skills: 

• Analytical Ability 
• 
  
  • Ability to understand, explain and support change
  • Ability to manage a project
  • Ability to set up relevant performance indicators
  • Ability to develop and adapt a process 

Education Level:  Bachelor Degree or equivalent

Location: Mumbai

About BNP Paribas Group:

BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialized businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability.

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.

Commitment to Diversity and Inclusion

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.