Senior Associate, Infrastructure Operations – Voice & Network

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• Bachelor’s Degree: in related field or equivalent demonstrated through a combination of work experience, training, military service, or education - Required

Qualifications:

• 7+ years of experience in infrastructure operations, with strong exposure to enterprise voice environments.
• Proven experience supporting trading turret systems and telephony platforms.
• Hands-on experience operating TPO/TSS platforms.
• Experience supporting compliance recording systems (e.g., NICE).
• Experience working directly with telecom carriers (e.g., BT) and managing vendor escalations.
• Strong experience troubleshooting voice and network-related issues in complex environments.
• Experience in financial services or regulated trading environments strongly preferred.

Technical Skills:

• Advanced understanding of enterprise voice architecture and SIP-based communications.
• Experience maintaining and administering voice virtualization platforms and hypervisors.
• Strong troubleshooting capability across voice and network layers.
• Solid understanding of VLANs, routing, firewalls, and QoS principles.
• Familiarity with ITSM tools and formal change management processes.
• Ability to interpret vendor technical documentation and implementation plans.

Behavioral Competencies:

• Strong ownership mindset; drives issues to resolution despite cross-team dependencies.
• Comfortable working directly with Traders in high-pressure environments.
• Willing to perform both advanced technical analysis and hands-on operational work.
• Proactive communicator with vendors and internal stakeholders.
• High accountability, attention to detail, and follow-through.
• Flexible and responsive in dynamic trading environments.​

It Would Be Nice For You To Have:

• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Work Authorization & Sponsorship:
Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

What Else You Need To Know:

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Base Pay Range:

Minimum:

We Value Your Impact:

Your contribution matters and it’s recognized.  You can expect a fair and competitive rewards package that reflects the impact you create and the value you deliver. We know rewards go beyond numbers.  Offering more than just a paycheck our benefits are designed to support you, your family and your well-being, now and into the future. Santander Benefits - 2026 Santander OnGoing/NH eGuide (foleon.com) 

Risk Culture:

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

EEO Statement:

At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions:

Frequent minimal physical effort such as sitting, standing and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.

Employer Rights:

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate your employment at any time for any reason.

What To Do Next:

If this sounds like a role you are interested in, then please apply.

We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at TAOps@santander.us to discuss your needs.