Job Description

Description Primary Objective: Provide application support, participate in application customization and integration, user training, installation, implementation support and maintenance to ensure the system availability as per agreed SLA. Manage manufacturing and delivery of IT application, change requests, internally and with SBU Engagement Manager/SMEs to ensure the consistency and proper functioning of the application system and to meet Business needs. Key Responsibilities: Applications Architecture Perform planning/enhancement of Group IT solutions architecture Perform development and control best-of-class applications development and management methodologies Application and Systems Development Perform the development of enterprise class applications and integration in line with Group IT solutions architecture Support of IT application development functions (plan, organize, outsource management and monitor development projects according to set standards) Operational efficiency of applications delivery Manage opportunities to improve / enhance existing systems Services include application customization and integration, user training, installation, live implementation support and maintenance. Application customization includes analysis of customization requests and writing of amendment/program specifications, designing, coding and testing of complex programs. Manage and resolve application issues Manage production system SLA Provide post-implementation support to the business users related to their areas of supports. Ensure compliance to all processes, audit and risk matters in the execution of user story. Patch management to address system vulnerability and system obsolescence. Applications Maintenance and Support Perform efficient and effective first and-or second level support for applications Requirements Requirements: Bachelor Degree - Technology/IT/Engineering. Minimum 12 years of working experience in Contact Centre or Customer Relationship management systems . Excellent documentation skill Fundamental analytical & conceptual thinking skill The ability work with business squad to determine acceptable solutions. Proficient in Microsoft Dot Net, Microsoft SQL Server and Contact Centre solution Strong analytic and problem solving skill. Working experience with Agile. Good communication skill. Benefits Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

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