About this role

UC Operations Level 2

The UC Operations Level 2 team provides 24x7 Level 1–2 operational support for all voice and video systems, ensuring the highest availability for our employees worldwide. We are seeking a detail-oriented team member whose primary responsibility will be to monitor system alerts and proactively maintain the health of our communications infrastructure.

Primary 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., Service Now).

• 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.

Additional Responsibilities:

• 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.

Required Skills & Qualifications:

• 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 Service Now or similar ticketing systems is a plus.

• Knowledge of trading turret systems (IPC), voice recording platforms (Verint), carrier provisioning, video conferencing infrastructure, SIP routing, and scripting (Python/Java) is a plus.

• College degree or comparable technical experience preferred.

Eventual Shifts

6AM IST (7:30PM EST) to 3PM IST (4:30AM EST)2PM IST (3:30AM EST) to 11PM IST (12:30PM EST)

Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

Black Rock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at Black Rock.

About Black Rock

At Black Rock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on Black Rock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

Black Rock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, family status, gender identity, race, religion, sex, sexual orientation and other protected attributes at law.