Global Service Engineer

Overview of the Team

Technology is central to the success of IPC and to maintaining our edge in the marketplace. IPC’s approach to investing and creative application of technology makes our product’s track record possible. We’ve become thought-leaders in financial communications solutions while providing our customers an impeccable, risk-managed service. We understand that organizations with the best performance must attract the best people. We relentlessly search for candidates from all backgrounds and disciplines that exhibit excellence in their work. We require initiative, conceptual and applied intelligence, and a can do attitude that is not only focused on constant self-improvement, but also actively participates in a work environment where every employee is encouraged to challenge, identify, and ultimately lead improvements to the status quo.

Role Overview

The On Site Global Service Engineer (GSE) will be a member of a 24x7 Support team dedicated to a specific customer and reporting on site at the customer premises in New York, London, Hong Kong or Japan. The scope of work will be primarily the management of enterprise deployment of IPC Unigy trader voice platform. The GSE will be responsible to respond to services calls, manage Incident and Service Request tickets, escalate Problem tickets, monitor the technical environment and perform regular checks to validate stability of systems. The goal is to ensure stable service is provided to IPC’s end users and ensure adherence to our contractual Service Level Agreement (SLAs).

How You Will Make an Impact

• Carry out the functions of the Tier 1 Service Desk with adherence to ITIL 2011 based processes and within the timeframes associated with IPC’s SLA agreement.
• Provide local first point of contact for incident management and service requests.
• Coordinate handoff to other onsite engineers to provide a continuous global follow-the-sun service.
• System Monitoring - Monitoring of global technology environment; taking action when alerts are received.
• Preventative maintenance – Perform regularly scheduled tasks including Health Checks, Service Validation, and Reporting.
• Front-end Incident Management; with a primary focus towards restoring services with SLAs.
• Manage ticket routing to the appropriate 3rd party support teams.
• Execute break/fix instructions for IPC provided technologies.
• Gather and analyse log information associated with the incident for escalation to other Tiers.
• Front-end Service Request Management - Coordinate service request with on-site resources.
• Remotely execute system changes to fulfil service requests.
• Manage service request ticket lifecycle.
• Front-end Change Management process - Coordinate change tickets and manage change control documentation with customer Change Control Board and assigned change managers.
• Manage lifecycle of change ticket.
• Ticket lifecycle support (Incidents, Changes, Service Requests) includes: Opening, tracking, and closing incident tickets.
• Providing timely customer facing ticket updates, depending on Severity/Priority of ticket, to meet SLAs.
• Call key stakeholders if necessary.
• Create tickets for all issues, incidents and requests received via IPC Portal, phone call, email and chat.
• Classify incident and request severity and priority and manage tickets in accordance with Operating Level Agreements (OLAs).
• Maintain Run Book documentation – update workflows and procedures on a regular basis to keep documentation current.

Technologies in scope:

• IPC Technologies: Unigy, Bluewave and Agility backrooms, Turrets and Soft Clients in front room, Connexus Voice Private Wires, Hoots, global Intercom, Media Gateways in front rooms for TV Audio.
• Customer provided voice recording – follow processes to route tickets to VR support group.
• Customer provided Cisco CUCM dialtone – follow processes to route tickets to PBX support group.
• Customer provided SBC for untrusted SIP trunks – follow processes to route tickets to SBC support group.
• Customer provided LAN/WAN networking – follow processes to route tickets to network support group.

Essential Skills and Experience to be Successful in this Role

• Bachelor’s degree or equivalent with 1-3 years of front line technical support or related service experience.
• Must possess experience with IT Infrastructure technologies and VoIP Telephony technologies.
• Must have experience working with ITSM system, such as Remedy.
• High energy and motivated individual with prior work experience in ITIL based culture.
• Experience supporting global customers, working with a wide array of individuals from ends users to customer’s business executives.
• Must demonstrate interpersonal skills necessary to work within a team environment and communicate effectively across a variety of geographically dispersed resources.
• Ability to be self-sufficient and work independently.
• Excellent organizational skills, written-verbal technical communication.
• Flexibility and willing to work non-standard hours on occasion to meet customer demands.
• Demonstrate commitment to quality and customer services.
• Methodical troubleshooting skills.
• Advanced skills with Microsoft Excel, Word and Visio to support updating technical documentation and Run Books.

Desired Skills and Experience

• Experience with supporting trading floors with IPC Unigy technologies is desirable.
• Experience with NICE or Verba Voice Recording products, Cisco CUCM, Oracle SBC, Kubernetes, WebRTC.
• Proven experience in process improvements and automation is a plus.
• Methodical troubleshooting skills.
• Wireshark experience a plus.
• SIP certification that covers VOIP path end to end, through PSTN and IP PBXs, via SBCs and proxies is desirable.

What’s in It for You?

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:

• Competitive Base Salaries
• Benefits package: Private Health Insurance + Sodexo Transport Pass + Sodexo Restaurant Pass
• Additional Time off for Charity Work and Volunteering
• Tuition Reimbursement
• Certification Bonus Program
• Access to “IPC University” our Internal E-Learning Platform
• Access to LinkedIn Learning
• Structured Onboarding Training and Peer Mentor Support
• Wellness Program
• Employee Referral Scheme

Further information about your benefits will be provided during your onboarding process.

Additional Information:

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs. Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

IPC’s Work Culture:

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today. Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness. We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.