Contact Centre Support Specialist
Posted on :
19-03-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
19-03-2024
Job Description
Req ID : 2644212
Core Skills:
- 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
Responsibilities:
- 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 tiersarchitecture application to:
- Provide L2 support Be able to understand the application architecture and interfaces to upstream/downstream.
- Support daytoday 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
Employment Type
Full Time
Key Skills
- Children Activity
- Access Control
- Human Resources Administration
- Government
- Actuary
- Hydraulics
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