Global Unified Communications (UC) Operations Lead.

HSBC; Sheffield; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading global bank is seeking a Global Unified Communications (UC) Operations Lead in Sheffield. In this role, you will oversee real-time collaboration technologies and lead a high-performing team to enhance operational excellence. Key responsibilities include managing vendor relationships, driving incident reduction, and ensuring security compliance. The ideal candidate will have extensive technical knowledge and experience in UC services such as Zoom and Cisco, along with a commitment to fostering inclusion and diversity within the workplace.

Qualifications

• Deep technical understanding of Zoom services including deployment and troubleshooting.
• Expertise in Cisco unified communications architecture and SIP trunking.
• Experience with Audio Visual systems and Digital Signage.
• Ability to manage critical incident response and implement problem prevention strategies.
• Familiarity with monitoring tools like ThousandEyes and Splunk.

Responsibilities

• Global service ownership for UC technologies.
• Drive incident and problem management leadership.
• Manage vendor and stakeholder relationships.
• Oversee team performance and capability development.
• Ensure operational resilience and compliance.

Skills

Technical understanding of Zoom services

Expertise in Cisco architecture

Experience with Audio Visual systems

Incident response and root cause analysis

Monitoring tools usage

Automation scripts with PowerShell/Python

Knowledge of cloud-based UC platforms

Understanding of UC security standards

Job description

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Global Unified Communications (UC) Operations Lead.

Join HSBC’s Unified Communications (UC) Team at the heart of a global financial institution, where you’ll lead the operational excellence of real‑time collaboration technologies including Zoom, Cisco Telephony, Audio Visual, and Digital Signage. As the Global UC Operations Lead, you’ll manage a high‑performing team, drive incident reduction, and ensure the stability, performance, and security of UC services across our global estate.

You’ll collaborate with cross‑functional teams, manage key vendor relationships, and represent UC in senior stakeholder discussions. This is a unique opportunity to drive technological transformation and innovation, balancing service improvement with operational resilience in a highly regulated environment.

In this role you will:

• Global service ownership (Zoom, Cisco, AV, IPTV)
• Incident and problem management leadership
• Vendor and stakeholder management
• Team performance and capability development
• Operational resilience and compliance

To be successful in this role you should meet the following requirements:

• Deep technical understanding of Zoom services including deployment, integration, troubleshooting, analytics, and governance.
• Expertise in Cisco unified communications architecture, SIP trunking, and PSTN integration.
• Experience with Audio Visual systems, IPTV, Digital Signage, and Video on Demand platforms.
• Lead critical incident response, root cause analysis, and implement problem prevention strategies.
• Use monitoring tools (e.g., ThousandEyes, Splunk, Zoom Dashboard) to analyse and optimise performance across a global WAN.
• Implement automation scripts/workflows to reduce manual effort and drive operational efficiency (e.g., PowerShell, Python, ServiceNow automation).
• Knowledge of cloud‑based UC platforms, APIs, and integration patterns.
• Understanding of UC security standards, encryption, data retention, and regulatory requirements in financial services.

This role is based in Sheffield.

Inclusion and diversity

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces – no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you need an accommodation or changes during the recruitment process, please get in touch with our Recruitment Helpdesk.

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