Service Owner- Contact Center Technology (Emiratized Role)

Company Description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry.

Job Description

Job Purpose

• To cover the purpose of the role or/& how this role would add value example: Service Owner, Contact Center Technology is responsible for the ensuring smooth functioning of Contact Center Technology applications which include Customer Service Front End and IVR – Interactive Voice Recognition system.
• Co-ordinates with other technology service teams with in FAB and Vendors to ensure application stability. He will be responsible for maintaining a healthy relationship with business stakeholders and customers. In this leadership position he will be working closely with customers, business and technology leadership to manage and realize the organization’s strategy
• He will be responsible to provide and manage post implementation support by keeping constant touch with the business, users and customers. He will be defining service level agreements and achieving them with excellent service quality
  
  

Key Accountabilities

• Owns & Manages end to end contact center digital channels i.e. Customer service front end and Interactive Voice Recognition (IVR).
• Leads and drives Agile & DevOps ways of working with in the support function.
• Ensures consistencies across requirements for the Services managed
• Follow processes and gives input to strengthen time to time.
• Provide the status to stakeholders and working with vendors to review the design/fix/enabling for production deployments.
• Own communication for incidents (Application major incidents, SLA Breaches) and responsible for communications with IT management.
• Coordinate recurring issues and ensure long term resolution through proper incident and Problem management.
• Working with various teams like Infrastructure, development team to resolve, analysis of root cause for complex issues and outages.
• Proactively monitor application and pre-empt issues, ensuring minimal downtime and delivery against service levels.
• Strong stakeholder management
• Be a mentor and coach for assigned leads in the team.
• Support applications and operations with technical consultation and specialized programming if needed.
• Communicate and document the support issues and escalating to the appropriate IT staff or vendor when necessary.
• Coordinate activities among different business and technical groups.
• Carry out assignments, alone or as part of a team, applying knowledge, skills, and experience.
• Demonstrate an understanding of the issues and problems raised and proposes viable solutions within the acceptable scope.
• Maintain detailed knowledge of current practice within own area of expertise.
• Work with business users, IT business and technical support teams and vendors, monitor and report on the progress of required tasks and maintain an emphasis on the early identification and, rectification of problems.
• Provide exceptional customer service that increases the current customer satisfaction levels.
• Provide appropriate and required guidance and support as needed for the Business Resumption Plan testing, including first-level testing as required.
• Guide and assist in other on-going projects in other functional units, from time to time, as directed by the direct Group Leader, Manager, the Head of Business Applications Support Services and the Group Chief Information Officer.
• Interface with internal and external entities (such as other project teams, ITD units, user departments, external businesses, suppliers, vendors, etc.) with respect to projects, costs information, software, hardware and other areas as required.
• Conform to IT and bank policy and procedures.
• Fulfils departmental requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation, or education.
• Strives to learn the job functions of the position’s immediate superior as well as peer-level positions with whom the individual interacts. It is the responsibility of the individual to be prepared for temporary re-assignment and/or promotion due to extended illness, personal emergency or business necessity.
• Works with multiple Service Delivery Teams to ensure smooth functioning of contact Centre channels
• Define vision & value proposition along with Business
• Builds trust & relationship with Business
• Service Strategy Input, shaping & maintaining the service catalogue.
• Measure customer experience through metrics and provide inputs to develop better service and improve experience
• Demonstrate an understanding of the issues and problems raised and proposes viable solutions within the acceptable scope.
• Need to have strong knowledge in telecom domain specially AVAYA appliances integration to IVR/CTI (Computer Telephony Integration).
• Need to have strong expertise in areas related contact Centre technology like ASR (Automatic Speech recognition), TTS (Text to Speech)
• Monitoring tools experience like AppDynamics, PagerDuty, Splunk, ELK
• Tools experience like – JIRA, Confluence Eclipse, Visual studio.
• Strong knowledge in one or more programming languages like - Core Java, .NET, Rest and JSON APIs
• Good understanding and hands on experience of DevOps– GitLab CICD, Jenkins, AWS DevOps.
• Understanding of technology, security and infra-architecture and integration patterns.
• Educate customers and ensure best practices are in place to enhance expectations and act as a bridge between what customers want and what the company can offer
• Setting the right KPIs and OKRs for Service Teams and tracking progress
• Strong technical background with key focus on automation
• Managing and coordinating cross-services deliveries
• Shaping the right Agile Culture, Mindset and Maturity
• Works closely with the Development teams to ensure smooth delivery.
• Empowers, supports and guides the Support teams to work effectively
• Is aware of initiatives in other Domains and ensure alignment / overlap
• Provides guidance and extensive support for Service Delivery activation and gradual Agile transformation
• Supports Service Delivery Managers and Scrum Masters in delivery of Feature
• Ensures the engineering team has recovery plan / back-up plan for mitigating any risk/ issues
• Ensure risks / technology vulnerabilities identified during program execution are managed as per IT risk management process and work closely with the team for fixing / mitigating the risk by including in backlog
  
  

Qualifications

Minimum Qualification & Experience

• 12-15 Years of Experience in SDLC or Service Management
• Has at least 5 years’ experience in in Digital Transformation and Agile Ways of Working
• Need to have strong knowledge in telecom domain specially AVAYA appliances integration to IVR/CTI (Computer Telephony Integration).
• Need to have strong expertise in areas related contact Centre technology like ASR (Automatic Speech recognition), TTS (Text to Speech)
• Monitoring tools experience like AppDynamic, PagerDuty, Splunk, ELK
• Tools experience like – JIRA, Confluence Eclipse, Visual studio.
• Strong knowledge in one or more programming languages like - Core Java, .NET, Rest and JSON APIs
• Good understanding and hands on experience of DevOps– GitLab CICD, Jenkins, AWS DevOps.
• Understanding of technology, security and infra architecture and integration patterns.
• Functions effectively as a Team Leader. Drives best practices inside and outside of organization.
• Solves complex problems with high ambiguity
• Thinks in terms of overall architecture as well as code.
• Consistently makes reviews and suggestions which will make systems simpler. Improves system interaction
• Spends time reviewing code, configuration, and design, providing value-added feedback
• Experience of working in Agile Scrum methodology
• Mentors Support Teams, in aspects of the ensuring service management, reporting, quality procedures, and pro-active monitoring
• Assisting to technical teams to ensure technical debt is controlled and managed
• Strong technical background with key focus on automation
  
  

Additional Information