Sr. Infrastructure Operations & Services

Overview:

Nomura is a global financial services group with an integrated network spanning approximately 30 countries and regions. By connecting markets East & West, Nomura services the needs of individuals, institutions, corporates and governments through its three business divisions: Wealth Management, Investment Management, and Wholesale (Global Markets and Investment Banking). Founded in 1925, the firm is built on a tradition of disciplined entrepreneurship, serving clients with creative solutions and considered thought leadership. For further information about Nomura, visit www.nomura.com

Nomura Services India, (Powai) supports Nomura’s businesses around the world. Powai’ s world class capabilities in trading support, research, information technology, financial control, operations, risk management and legal support have played a key role in facilitating Nomura’s global operations and are an integral part of Nomura’s global expansion plans. The Powai operation is a critical part of the platform to support the growth of Nomura’s global business.

Key Responsibilities:

• Handle day-to-day incidents, service requests, and changes for end users within SLA.
• Provide L1/L2 support for voice, voicemail, Contact Center , and trading telephony system.
• Perform user moves, adds, and changes (MACD), including phone provisioning and configuration.
• Troubleshoot call failures, one-way audio, and connectivity issues on Cisco voice gateways and SIP/PSTN trunks.
• Log, track, and follow up on cases with telco service providers during outages or call quality issue , sharing traces and logs as needed.
• Coordinate between the telco, internal network teams, and senior engineers until the issue is resolved.
• Assist with upgrades, patching, and maintenance of the platforms listed below.
• Monitor system health and escalate critical issues to senior engineers.
• Maintain ticket quality, documentation, and knowledge base articles in ServiceNow
• Participate in change windows and shift or on-call rotations as required

Required Skills:

• Hands-on or working knowledge of CUCM and Cisco Unity Connection
• Basic understanding of SIP, Voll, dial plans, call routing, and PS connectivity (PRI/SIPtrunks)
• Basic Cisco IOS CLI skills for gateway checks, debugs, and log collection
• Experience with ServiceNow for incident, request, and change management
• Ability to raise and manage vendor and telco cases with clear technical details
• Good troubleshooting skills and a structured approach to problem solving
• Clear communication and the ability to work with end users, vendors, and global teams

Good to Have Skills:

• Exposure to UCCX, Expressway, and Cisco SME
• Experience with MS telephony is plus
• Familiarity with IPC Unigy or trading turret environments
• Basic knowledge of UCS and VMware ESXi
• Experience in upgrade or patching activities
• Cisco certifications (CCNA Collaboration, CCNP Collaboration)
• Experience in a financial services environment

Qualifications

Nomura Leadership Behaviours

• Explore Insights & Vision: Identify the underlying causes of problems faced by you or your team and define a clear vision and direction for the future.
• Making Strategic Decisions: Evaluate all the options for resolving the problems and effectively prioritize actions or recommendations.
• Inspire Entrepreneurship in People: Inspire team members through effective communication of ideas and motivate them to actively enhance productivity.
• Elevate Organizational Capability: Engage proactively in professional development and enhance team productivity through the promotion of knowledge sharing.
• Inclusion: Respect DEI, foster a culture of inclusion and psychological safety in the workplace and cultivate a "Risk Culture" (Challenge, Escalate and Respect).

Equal Opportunity Employer:

Nomura is an equal opportunities employer. We are committed to providing equal opportunities throughout employment including in the recruitment, training and development of employees (including promotion, transfers, assignments and beliefs). We prohibit discrimination in the workplace whether on grounds of gender, marital or domestic partnership status, pregnancy, career’s responsibilities, sexual orientation, gender identity, race, color, national or ethnic origins, religious belief, disability or age. Our objective is to attract job applications and applications for development from the best possible candidates and to retain the best people.