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Technology Operations-Voice MACD

Req #: 180021031
Location: Hyderabad, AP, IN
Job Category: Technology
Job Description:



JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of > $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.
Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of GTI is to balance both business alignment and the centralized delivery of core products and services. GTI is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm.
End User Services (EUS) delivers measurable business value by providing core desktop technology solutions that meet business demand while realizing cost efficiencies. EUS works with our Line of Business partners to develop standardized, resilient operating environments and implement a global technology strategy for the approximately 200,000 users that use our platforms.

Voice MACD Manager: The role is a Technical Manager role leading a team of Voice Engineers responsible for completing Move, Add, Change and Disconnect (MACD) orders for clients’ Cisco & Avaya voice communications systems.


Key Responsibilities:

  • Support & manage the team implementing Simple & Complex MACD requests for Cisco & Avaya requests and projects.
  • Manage & Improve Key Performance Indicators for the MACD Process including zero breaches, minimal ticket reopens, consistent SLA, high customer satisfaction
  • Lead process improvements and Automation efforts for the group liaising with the Development & Engineering teams
  • Provide trouble resolution & escalation assistance whenever called upon for the supported products.
  • •Establish positive working relationships with internal customers and information technology staff. Demonstrates ability to work with senior executives, maintain confidentiality of records and information, diplomacy, tact, and professionalism in actions and appearance.
  • ·Assure customer’s telecommunication based business needs are met and communicated
  • •Supports disaster recovery by providing recommendations and connectivity for telephone hook-ups; partners with business line contacts
  • Degree in computer science Engineering and/ or technical training. Must have strong analytical skills. Master’s degree is a plus
  • Overall Experience of 10+ years with a minimum of 5+ years’ experience required in Network/Voice and Voice-related disciplines. MACD and Operations Experience would be preferred.
  • Experience in process re-engineering efforts, quality management best practices (ITIL, Six Sigma, MOF/MSF, etc.), Agize methodology is a plus
  • Experience in working with AGILE teams as a SCRUM Master is a plus
  • Proficiency in Python, PERL, Shell Scripting and macro’s is a plus 
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