Technical Specialist - Enterprise Multimedia Services

Department      EIS - ENTERPRISE NETWORK & MULTIMEDIA

Location          Bangalore, India

Level                Infrastructure Engineering 4

Reports To       Senior Technical Manager

About Fidelity International

Fidelity International offers world class investment solutions and retirement expertise. As a privately owned, independent company, investment is our only business. We are driven by the needs of our clients, not by shareholders. Our vision is to deliver innovative client solutions for a better future.

Our people are passionate, engaged, smart and curious, and we give them independence and the confidence to make a difference. While we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first.

About your team

Enterprise Infrastructure Services (EIS) are responsible for the day to day running of Fidelity’s IT solutions and services providing secure, reliable and accessible on-prem and cloud-based infrastructure on a global scale, enabling our employees and customers to feel supported and secure. EIS are also responsible for supporting our end users, service management, business delivery and EIS projects, as well as managing all infrastructure that our application landscape and business depend upon. Our technology is also rapidly changing towards a more cloud-centric model, with SaaS products, a cloud-based data Strategy, API Strategy and the move to more product aligned teams. The ENS-Multimedia team is a dynamic global unit, with members spread across APAC, India, the UK, and Continental Europe. They are tasked with the design, implementation, and maintenance of the organization's telephony and multimedia collaboration services. This includes managing Teams telephony, Session Border Controller (SBC), BT IP Trade phone (Dealerboard), Zoom, AV meeting rooms, regulatory voice recording, QUMU, Twilio, Cisco Webex, Mural, and TV distribution. By blending technical expertise with a service-oriented mindset and agile work methodologies, the team ensures dependable real-time collaboration and fosters ongoing innovation to adapt to the ever-changing needs of the business.

About your role
As a Technical Specialist within the ENS-Multimedia team, you will assume a senior position that is pivotal to our operations. Your primary responsibilities encompass leading both the delivery and operational support aspects of the diverse product portfolio managed by the team. This role demands a proactive approach to project delivery, ensuring seamless execution and implementation of our services.

A key aspect of this role involves collaborative efforts with global team members and stakeholders. You will be instrumental in driving cross-functional and cross-regional projects, requiring adept coordination and communication skills to align diverse teams towards common goals.

Furthermore, your role extends to providing comprehensive support to the consumers of the company’s voice and multimedia solutions across various regions, including India, Europe, and APAC. This aspect of the role demands not only technical expertise but also a keen understanding of regional nuances and customer needs, ensuring that our solutions are tailored and responsive to a global audience.

In this capacity, your contributions will be vital in enhancing the efficacy of our systems. Your role will be a blend of technical mastery, project leadership, and cross-cultural collaboration, setting the standard for excellence in our global communications infrastructure.

About you

Key Responsibilities

·         Project delivery for multimedia solutions as well as cross functional collaboration with other functional teams.

·         Provide ITIL based operational support for multimedia systems, e.g. incident support, problem management, capacity management, configuration management, change management, continuously improvement etc.

·         Playing a technical leadership role in project and daily major incident support.

·         Collaborate with cross-function teams to support incident management, change management, and problem management processes.

·         Create and maintain high quality documentation related to operational support, project delivery and technical knowledge base

·         Continue developing new technical skillsets in line with the organization’s technology roadmap

·         Participate in on-call rotation, able to work in a flexible manner and cover UK business hours on a rotation basis

Experience and Qualifications Required or Desired

·         Bachelor's degree in IT or closely related equivalent

·         8+ years of overall VoIP experience

·         Proven large scale voice and multimedia project delivery experience by playing a key role

·         Enterprise Conferencing and meeting room solutions experience preferably MS Teams or Zoom

·         Enterprise Conferencing and Room solutions administration experience preferably Poly or Cisco

·         AudioCodes Session Border Controller (SBC) advanced technical skillset

·         Microsoft Teams Telephony technical skillset

·         Verint Financial Compliance Recording platform technical skillset

·         BT IP Trade platform technical skillset

·         Telecom fundamental knowledge, e.g., PBX/PABX PSTN, Analogue/Fax transmission, Audio Digitization, ISDN PRI/BRI E1/T1 digital carrier etc.

·         VoIP fundamentals, Network & Security, TCP/IP, SDP, RTP/RTCP, ICE, STUN/TURN, G.711/T.38 Codec

·         Azure or AWS Cloud services experience

·         CI/CD related automation skillset e.g. Linux Shell script, Windows PowerShell, Power Automate, Concourse pipeline, Terraform, Python, Jenkins, GitHub Action, bash in AWS or Azure cloud environment

·         Experience with AI tools and AI Agents

·         Experience with CDR call logging systems (desired but not required)

·         Network and firewall related skillset

·         Service oriented, business aware and customer focused with a positive and enthusiastic attitude

·         Experience with IT service and vulnerability management systems

·         Experience with IT governance processes within a financial services environment

·         A self-starter and able to work with a minimum of supervision

·         Fluent English communication in a global environment

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

Our Values

Integrity – Doing the right thing, every time and putting the client first.

Trust – Empowering each other to take the initiative and make good decisions.

Our Behaviours

Brave - Challenging the status quo, being accountable and speaking up.

Bold - Acting with conviction, encouraging diverse thinking and keeping things simple.

Curious - Learning to do new things in better ways and encouraging fresh thinking.

Compassionate - Having empathy, caring for colleagues, clients & community.