Analyst, Unified Communications Operations at BlackRock

Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, TechnologyIndustries

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 (plus)
Knowledge of trading turret systems (IPC), voice recording platforms (Verint), carrier provisioning, video conferencing infrastructure, SIP routing, and scripting (Python/Java) (plus)
College degree or comparable technical experience preferred
Ability to participate in rotational shift schedule, including weekends and late-night hours (e.g., 6AM-3PM IST or 2PM-11PM IST)

Responsibilities

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
Troubleshoot and resolve both complex and routine technical issues
Track and report the status of daily activities to management
Contribute to service delivery improvements by identifying trends and recommending solutions

Skills

Key technologies and capabilities for this role

Cisco VOIPIPC Unigy TradingVoice RecordingCall Center SystemsVideo ConferencingServiceNowalert monitoringtroubleshootingSLA managementincident triagevendor coordination

Questions & Answers

Common questions about this position

What benefits does BlackRock offer?

BlackRock offers a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents, and Flexible Time Off (FTO).

What is the work schedule for this role?

The role involves a rotational shift schedule including weekends and late-night hours for 24x7 coverage, with eventual shifts from 6AM IST to 3PM IST (7:30PM EST to 4:30AM EST) and 2PM IST to 11PM IST (3:30AM EST to 12:30PM EST).

What skills are required for the UC Operations Level 2 Analyst role?

Required skills include experience with monitoring systems and alert management, strong troubleshooting and creative problem-solving, excellent written and verbal communication, ability to work in a fast-paced global environment, and knowledge of Cisco VOIP administration.

What is BlackRock's work model?

BlackRock follows a hybrid work model.

What makes a strong candidate for this position?

A strong candidate has experience with monitoring systems, strong troubleshooting skills, excellent communication, ability to thrive in a fast-paced global environment, and knowledge of Cisco VOIP; familiarity with ServiceNow, trading turret systems, voice recording, and scripting is a plus, along with a college degree or comparable technical experience.

BlackRock

About BlackRock

New York City, New YorkHeadquarters

1988Year Founded

$78,647.7MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

Benefits

Health Insurance

Unlimited Paid Time Off

Mental Health Support

Wellness Program

401(k) Retirement Plan

Risks

FDIC scrutiny could lead to regulatory challenges for BlackRock.

Workforce reduction may indicate internal financial pressures or strategic shifts.

Involvement in Yangzijiang Shipbuilding exposes BlackRock to geopolitical risks.

Differentiation

BlackRock's Bitcoin ETF, IBIT, reached over $50 billion in assets quickly.

The firm is developing a layer-2 tokenized real-world asset platform on Ethereum.

BlackRock's partnership with Frax Finance enhances its stablecoin market presence.

Upsides

IBIT's success attracts a broader range of cryptocurrency investors.

The Ethereum platform positions BlackRock as a leader in blockchain financial services.

Partnership with Frax Finance enhances digital finance offerings and compliance.

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