Contact Centre Support Specialist
Job Description:
- Up to 7 years of IT experience & 5+ Years on Contact Centre applications in banking/financial services industry. Knowledge on Avaya Contact Centre solution is preferred.
- Possess good knowledge on 3 tiers-architecture application to:
- Provide L2 support – Be able to understand the application architecture, and interfaces to upstream/downstream.
- Support day-to-day IT operations – production issue resolution. Analyse issue raised by users or reported by monitoring system. Perform impact analysis and suggest workaround solution for service recovery.
- Be able to specify the monitoring requirement and observing system abnormality ahead of time to prevent issues from happening.
- Be able to conduct application capacity planning and perform performance tuning.
- Be able to participate/conduct regular DR simulation/live DR exercise.
- Good interpersonal skills and capable to communicate with different work groups within internal IT, BU/Operations and external vendors.
- Troubleshoot Batch Issues & root causes to Mitigate Impacts to SLA
- Proactively Identify and Identify opportunities for preventive Measure.
- Perform Administration & Optimization to achieve of Optimal System Performance
- Conduct review of technical and functional solutions from enhancement/project team to ensure they conform to Established Standards
- Recommend Design and Operational Optimizations
- Respond on time to the queries raised by various business units
- Provide Timely updates (Status, Progress, Issues, Resolutions) to Business Stakeholders
- Work with Project/Enhancement Teams to Review, Transition for Run Team
Requirements:
- Contact Centre applications – Interactive Voice Response (IVR), softphone application, SMS Banking.
- OS: Unix/Linux platform/Windows
- DB: MS SQL and Oracle
- App server: IIS, WebLogic/WebSphere,
- Middleware: WebLogic, CD/SSH
- Programming Language: Java, C++, shell script, Windows scripting
Company Reg No.: 201131609D | Licence No.: 11C4684 | Reg No: R1435178, Nadiah Marican
