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Telephony Engineer

Job Category:
Technical Support - L 1, 2,3
Job Type:
Level of IT Experience:
5-10 Years
Central Dublin
Salary Description:
Market related
Bank of Ireland
Job Ref:

Telephony Engineer , for Infrastructure Operations - Bank of Ireland - Group Technology and Change

Infrastructure Operations, part of Technology Services, has overarching responsibility for the IT Infrastructure that supports all aspects of the Group`s business, including Voice Services, Networking, Data Centre Services and End-User Experience. A position has arisen for a Telephony Engineer to work with the team in architecting, managing and operation of the voice services.

The successful candidate will work in a dynamic environment and have responsibility for all aspects of the voice services within the network tower.

The successful candidate will primarily be responsible for

* Responsible for analysing and documenting the current estate, including keeping the documentation current as the estate changes
* Development and monitoring of daily operations metrics
* Work effectively with vendors to resolve issues, escalating issues with the vendor as needed
* Taking ownership of improvements in both technology and processes
* Monitoring the estate for issues or anomalies and investigating these to resolution
* Liaising with the business to understand the future direction and to communicate these requirements with the infrastructure architecture team
* Review the details of services in transition to production and ensure appropriate support is in place
* Serve as a liaison between other technical staff, management, users and vendors regarding service requests, change management and other technical matters (including incident management)
* Manage the delivery of changes to the production environment

Risk & Compliance

* Maintain & monitor standards, controls, processes and solutions, to minimise business and IT risk
* Drive through identified Risks to closure including reporting of progress against each Risk relating to Messaging environment
* Ensure full compliance with all Group, Legal and Regulatory requirements and standards
* Full involvement during Internal / External Audit cycle that are carried out periodically where the Email Messaging environment will be part of the scope
* Support remediation of Audit Actions working closely with internal teams as required

Management Support

* Positive and proactive participation within the team and active collaboration with colleagues across GTaC as appropriate

What you can expect in return

What a great time to join us! We are going through a period of significant change which will provide a fantastic opportunity to develop your career with us. Every organisation will tell you that their people are their most prized asset - we`ll tell you that too. The difference is however, we prove it - through commitment to nurturing, encouraging, challenging and training our people. On top of a great career path, we can offer you a range of benefits such as discounted VHI, FREE banking, preferential rates on loans and financial products, holiday and insurance funds, generous annual leave and staff offers. We also have many sports & social clubs, award winning LearningZone training and development opportunities to get involved in volunteering and collecting for charities through our Give Together initiative.

The ideal candidate will possess the following:


* Capable of leading the technical effort on a service/project
* Good understanding of ITIL Networking Technology
* CCVP/Call Centre Experience an Advantage
* Strong understanding of telephony

Contact Details:
Bank of Ireland
Tel: .
Contact: Resourcing Team

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