Senior Associate, Infrastructure Operations – Voice & Network

It Starts Here: Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer‑centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible. This is more than a strategic shift.

It’s a chance for driven professionals to grow, learn, and make a real difference.

If you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:

The Senior Associate, Infrastructure Operations – Voice & Network is responsible for the operational ownership, stability, and continuous improvement of the organization’s enterprise voice and trading floor communication systems.

This role leads the day-to‑day support of trading turrets, telephony platforms, compliance voice recording systems (NICE), carrier connectivity (including BT), and associated voice virtualization platforms. The position works directly with Traders, business stakeholders, Networking teams, and external vendors to ensure high availability, regulatory compliance, and operational excellence.

This is a hands‑on senior operational role requiring full on‑site presence on the Trading Floor. Weekend and after‑hours work is required to support Trading Floor changes & configurations; production upgrades & deployments; and incident recovery & urgent interventions.

Key Responsibilities:

Trading Floor & Voice Platform Ownership

• Serve as a senior operational point of contact for trading floor voice systems.
• Work directly with Traders and Front Office users to support and optimize turret functionality.
• Customize and configure turrets, trading lines, and user profiles aligned to business requirements.
• Operate, maintain, and optimize TPO/TSS platforms.
• Administer and maintain Voice hypervisors supporting turret and recording environments.
• Oversee and maintain NICE voice recording systems to ensure regulatory compliance and recording integrity.
• Ensure high availability and stability of all voice‑related infrastructure.

Incident, Problem & Change Leadership

• Lead troubleshooting of complex voice and related network issues (SIP, IP connectivity, VLANs, routing, firewall dependencies, QoS).
• Drive incidents to resolution, including cross‑team coordination with Networking, Communications, Security, and End User Technology.
• Lead or contribute to root cause analysis (RCA) and implement preventative improvements.
• Plan and execute production changes, deployments, and platform upgrades.
• Ensure robust execution and rollback planning for voice‑related changes.

Vendor & Carrier Management

• Act as primary operational liaison with telecom carriers and vendors (e.g., BT).
• Track milestones, service performance, and contractual deliverables.
• Escalate service issues appropriately and drive vendor accountability.
• Coordinate upgrade cycles, migrations, and remediation activities.

Turret & Device Lifecycle Oversight

• Perform and oversee physical turret installations, relocations, and decommissions.
• Customize trading configurations and support desk‑level requirements.
• Lead on‑site troubleshooting and hardware replacement activities.
• Share responsibility for lifecycle management of enterprise mobile devices and iPads supporting voice services.
• Collaborate with End User Technology as device management transitions, while retaining voice‑specific configuration and compliance accountability.
• Support trading floor reconfigurations and infrastructure moves.

Documentation, Governance & Continuous Improvement

• Maintain accurate and current architecture diagrams, operational runbooks, and compliance documentation.
• Identify and drive improvements in monitoring, automation, and operational processes.
• Contribute to standardization and optimization initiatives within Voice and Networking.
• Provide mentorship and operational guidance where required.

What You Bring:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable…