Analyst- Unified Communications Operations Job in Mumbai at BlackRock

BlackRock is hiring for the role of Analyst- Unified Communications Operations!

Responsibilities of the Candidate:

• Monitor real-time system alerts and dashboards for all voice and video platforms (Cisco VOIP, IPC Unigy Trading, Voice Recording, Call Center Systems, Video Conferencing Infrastructure).
• Triage, investigate, and respond to alerts, ensuring timely identification and resolution of incidents.
• Coordinate with external vendors and telecommunications providers (telcos) for troubleshooting, maintenance, and resolution of service impacting issues, ensuring adherence to SLAs and timely updates.
• Manage and resolve business as usual (BAU) incidents and service requests, providing day-to-day operational support to internal clients.
• Escalate critical issues to appropriate teams or management as needed, following established protocols.
• Document incidents, actions taken, and resolutions in the ticketing system (e.g., ServiceNow).
• Provide proactive support and routine health checks to prevent service disruptions.
• Communicate clearly with internal clients and technical teams regarding incidents and status updates.
• Participate in a rotational shift schedule, including weekends and late-night hours, to ensure 24x7 coverage.

Requirements:

• Experience with monitoring systems and best practices for alert management.
• Strong troubleshooting skills and creative problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to work effectively in a fast-paced, global environment.
• Knowledge of Cisco VOIP administration (Call Manager, Unity Connection, Webex Control Hub) and voice routing.
• Familiarity with ServiceNow or similar ticketing systems is a plus.
• Knowledge of trading turret systems (IPC), voice recording platforms (Verint), carrier provisioning, video conferencing infrastructure, SIP routing, and scripting (Python/Java) is a plus.