Associate with Goldman Sachs Services LLC in Salt Lake City, UT.
Duties: Associate with Goldman Sachs Services LLC in Salt Lake City, UT. Implement, support and manage a complex global voice environment as part of a 24x7, 365 day a year operations team. Focus in on voice protocols and products. Notable protocols for call signaling and media delivery include SIP (Session Initiation Protocol); MGCP (Media Gateway Control Protocol); and ISDN (Integrated Services Digital Network). Voice protocols are built upon the fundamentals of the OSI (Open Systems Integration) model [focus on layers 1-4 and 7] and Network fundamentals, including IPv4 (Internet Protocol version 4) Subnetting and Routing, DHCP (Dynamic Host Control Protocol), DNS (Domain Name Service), VLAN (Virtual Local Area Network) and DSCP (Differentiated Services Code Point) in order to support a variety of platforms including Cisco telephony and contact center systems, IPC Trader Voice systems, NICE voice recording systems, and Avaya telephony and conferencing systems. Maintain system integrity and post work system functionality through maintenance events such as building power downs, network upgrades and migrations, hardware and software upgrades and repairs. Provide Tier 3 support of client escalations requiring engineering support that could not be resolved by the help desk or voice specialists’ teams. Perform incident and change management including scheduled changes to implement new business requests. Lead resolution efforts involving the coordination of design engineers, on site and data center resources, production control and external vendor support. Align systems to engineering best practices, write documentation and focus on improving process efficiencies. Train junior resources. Resolve platform hardware and application alarms from the global environment received through monitoring methods such as SNMP (Simple Network Monitoring Protocol) and syslog messaging. Perform incident and change management including break-fix repairs such as restoring resiliency or performing failbacks in a high availability system. Perform maintenances on systems in Asia off hours and ensure platform availability for Asia morning business open.
Job Requirements: Bachelor’s degree (U.S. or foreign equivalent) in Computer Science, Information Systems, Electronics & Telecommunications Engineering or a related field. Minimum four (4) years of experience in the job offered or in a related role. Prior experience must include four (4) years of experience with: Working with voice systems including with one or more of the following: Cisco telephony and contact center systems, IPC Trader Voice systems, NICE voice recording systems, Avaya telephony conferencing systems; performing network or systems administration to troubleshoot and support underlying conditions and the voice protocols and applications utilized for proper function; working with Voice protocols including SIP (Session Initiation Protocol), MGCP (Media Gateway Control Protocol), ISDN (Integrated Services Digital Network), and RTP (Real Time Protocol) used for telephony signaling and media delivery; using T1/E1 and ISDN (Integrated Services Digital Network) to maintain the serviceability of the numerous integrations of edge connectivity with public telephony carriers and internal use cases of QSIG trunks (used for extended ISDN signaling) between PBX (Private Branch Exchange) systems; executing and validating changes in a production environment; and interfacing with live systems and an understanding of change implementation plans, testing and rollback plans.
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