Contact Center Solution Senior Technical Analyst

Job description / Role

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, this role ensures those applications are in healthy status and available 24/7 to ADIB customers. Responsibilities include managing incidents, tracking tickets, handling 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, and change requests to closure.
• Closely monitor incident tickets and problem tickets and close them before the breach of SLA.
• Understand the latest technology trends and provide improvement suggestions for the products.
• Review vendor proposals and provide feedback to ensure completeness of scope and quality.
• Provide periodic reports and monthly updates on ongoing initiatives to business and PMO.
• Follow up with service teams and vendors for support issues and respond quickly to service tickets in a timely manner.
• Facilitate user acceptance testing of projects and change requests 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 with adherence to committed timelines.
• Digital channels integration with other parts of IT landscape through APIs and other interfaces, and implementation of new functionality by developing new services.
• Provide solution design recommendations for new channels and services in alignment with architectural principles.

Operational excellence

• Ensure assigned systems are available 24/7 for ADIB customers with high availability, performance, and application security without any business impact or financial loss.
• Provide technical operational support and resolve issues and problems for assigned systems.
• Deliver IT projects and tasks assigned for the agreed scoped business requirements within planned budget and time.
• Comply with ADIB IT processes and procedures.
• Ensure business continuity by conducting periodic system health checks, disaster recovery rehearsals, security updates, technology updates, backups, hardware and software maintenance, licenses and certificates maintenance, and technical design improvements for assigned systems.
• Support requests for information, dashboards, MBLs, and ad-hoc reports related to assigned systems.
• Maintain service level of vendor support and quality of development.
• Improve awareness and keep knowledge up to date about supported systems and related IT technology solutions.

Communication

• Attend all team meetings and one-to-one meetings to foster a high level of communication culture.
• Respond timely to emails, assigned tasks, and diligently follow up with various stakeholders.
• Prepare task status reports and submit to stakeholders on a timely basis.

Documentation and process ownership

The incumbent is responsible for complying with ADIB documentation and process standards as defined in the software development life cycle (SDLC).

Information security

• Maintain information security related to ADIB throughout the period of employment.
• Report any potential or actual risks or incidents affecting information security as soon as possible.
• Maintain a risk-free and controlled IT environment at ADIB.
• Adhere to ADIB security policy and avoid violations or failure in maintaining information security.
• Achieve satisfactory department audit results with no high-risk findings in the section.

Specialist skills and technical knowledge required for this role

• Experience in Linux/Unix operating systems.
• Experience in SDLC and methodologies.
• Experience in teamwork and team leading.
• Experience in programming languages such as Java, C++, HTML, JavaScript, and CSS.
• Experience in SQL and Oracle database.
• Excellent troubleshooting skills.
• Excellent communication skills.
• Excellent root cause analysis.
• Excellent time management.

Previous experience

Minimum 10 years of experience in the IT sector in a similar team leading role. Experience working in the banking sector within IT on digital channels platforms support.