Role : Contact Center Solutions Senior Technical Analyst (Outsource)
Location : Abu Dhabi
Role Purpose:
This role covers an IT team leader position to support the digital channels: Contact Center IVR, Genie, Dialer, Chatbanking, Data Voice Recording, ITM Digital Connect, Video Recording, WFM, SMS banking, and UBPS. Reporting to Manager of Digital Channels Platforms. His role ensures those applications are in health status and available 24/7 to ADIB customers, manage incidents, track tickets, and handle assigned tasks, operational requests, and timely reporting to management
Key Accountabilities of the role
Provide technical expertise for IT systems related to Contact Center Solutions.
Articulate and document business requirements for projects, change requests etc.
Manage vendor service level and quality of development.
Provide business with required technical support, assessments, and reports.
Propose technical recommendations and improvements.
Mitigate risks and close audit points if any on the applications and processes.
Provide technical support for multiple initiatives and track projects/BAU requests/CRs to closure.
Closely monitor incidents tickets and problem tickets and close them before the breach of SLA.
Understand the latest technology trends and provide improvement suggestion in the products.
Review the vendor proposal and provide feedback on the same to ensure the completeness of the scope and quality.
Provide periodic reports and monthly updates on the ongoing initiatives to business and PMO.
Follow-up with service teams/vendors for support issues and respond quickly to service tickets in a timely manner.
Facilitate and UAT of projects, CRs by adhering to Quality control policies and guidelines.
Support “go-live’ and post ‘go-live’ activities for projects and any releases to production.
End-to-end management and delivery of projects and adherence to committed timelines.
Digital Channels Integration with other parts of IT landscape though APIs/other interfaces and Implementation of any new functionality by developing new services.
Provide solution design recommendations for new channels/services in alignment with architectural principles.
Operational Excellence:
Ensure assigned systems of responsibility to be available 24/7 for ADIB customers with high level of availability, performance and application security without any business impact or financial loss.
Provide technical operational support and issues and problems resolution for assigned systems.
Deliver IT projects and tasks assigned for the agreed scoped business requirements, within planned budget, and planned time.
Comply with ADIB IT processes, and procedures.
Ensure business continuity by conducting periodic system health check, DR rehearsal, security updates, technology updates, backups, hardware maintenance, software maintenance, licenses and certificates maintenance, and technical design improvement to assigned systems.
Support requests of information, dashboards, MBLs and ad-hoc reports related to assigned systems.
Maintain the service level of vendors support and quality of development.
Improve awareness and keep knowledge up to date about supported systems and related IT technology solutions.
Communication:
Attend all the team meetings, one to one meeting to have a high level of communication culture.
Timely response to email, tasks assigned and diligent follow-up with various stakeholders.
Prepare task status reports and submit to stakeholders on timely basis.
Documentation / Process Ownership
The incumbent is responsible to comply with ADIB documentation and process standards that are defined in SDLC.
Information Security:
Maintain information security related to ADIB, throughout the period of employment. As soon as possible, report any potential or actual risks or incidents affecting the security of information to the helpdesk. Maintain risk free / controlled IT environment at ADIB.
Adhere to ADIB security policy & avoid violations or failure of maintaining information security. Achieve satisfactory department audit with no high-risk findings on section.
Specialist Skills / Technical Knowledge Required for this role:
Experience in Linux/Unix OS.
Experience in SDLC and Methodologies.
Experience in Teamwork and Team Leading.
Experience in any of programming languages like Java/C++/HTML/Javascript/CSS.
Experience in SQL/Oracle Database.
Excellent troubleshooting skills.
Excellent communication skills.
Excellent root cause analysis.
Excellent in Time Management
Previous experience:
Minimum 10 years of experience in IT sector in a similar team leading role.
Worked in any banking sector within IT on digital channels platforms support.