Be a Part of Something BIG!
We create great technology that can change the future, and we're looking for people to be part of our digital and 5G journey. If you like to work in a dynamic, leading communications technology group to deliver innovations and excellence across the region, come join our digital, software engineering, data and cyber security teams!
Apply , and ignite our digital future together.
Make an Impact by
- Manage Vendor Solutions, review and bridge the gaps.
- Incorporates the end-to-end deliverables of the Service Contract to your assigned clients
- Client engagement with customers, managing external and internal stakeholders expectations and deliverables outcome.
- Growth of the account and looking into delivering excellent Customer Engagement experience. Adopt industry best practices and ensure that the right tools, techniques, methodologies, and systems to deliver the services that meet international standards.
- Lead both the Service and Technical delivery team in day-to-day TS executional matters, and ensure services are delivered with pride, and sustainable model. The delivery includes leading teams on delivery excellence and driving towards completion of projects against planned milestones and timeline.
- Service recovery and improvement if there are gaps and escalations and enhancing the service values to the customer.
- Engage and manage 3rd party partners, to align their delivery competency and capabilities with client's service contract to our customers. You are also expected to make tactical plans on a year on year for core each identified technologies appropriate for account/sectors, to ensure year on year performance excellence and relevance to market situation. A portfolio to assigned accounts, subjective to the size and scale of the service contract.
- Develop Avaya IVR application using Orchestration Designer/Tethefi IW (Interaction Workflow)
- Integrate IVR Application with the middleware using SOAP/REST API/JDBC protocols.
- Support Avaya IVR infrastructure (Avaya Experience portal - MPP/EPMS) & Tomcat Application Servers.Prepare Callflow, Functional Specification/Technical Design Documents
- Manage major incidents and act as an escalation point to ensure timely resolution of within expectations and SLAs.
- Provides leadership in responding and resolving major incidents that impact business- critical services, applications, and infrastructure Leverages broad technical expertise to convene appropriate SMEs (resolvers) and to direct Major Incident response, with a focus on impact mitigation and service restoration
- Work closely with SMEs to quickly identify customer impact (who, how, when)
- Conducts escalation to service teams, senior management, and leaders to ensure appropriate awareness, engagement, and focus
- Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle.
- Work on various shifts which will cover a follow the sun support model across Global centers.
- Act as One Voice of Technology during Major Incidents providing accurate, concise information and where needed, handling conversations at the senior stakeholder level.
- Where necessary create exec summaries of major incidents and present to senior stakeholders (CIO and COO level)
- Leads and/or participates in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and Documents pertinent information relating to Incidents that aids process improvement, identifies deviations, and enables the creation of an Incident Knowledge Base
- Effectively manage 3rd party, suppliers, and vendors ensuring the support and commitment is carried out for major incidents and where needed, escalate to senior management.
- Conduct Post Incident Reviews by ensuring the right level of attendance by key team members and having a clear disciplined model that is followed.
- Ensure that all IT teams (internal and external) follow the incident management process for every incident.
- Develop and maintain relationships with senior stakeholders across Technology and the Business to instill confidence and trust in managing critical situations.
- Lead and drive Hyper Care models where needed so that we offer the best service to our customers following the launch and delivery of new products and features.
- Produce high-quality incident reports that have a clear meaningful view of the event along with the business impact, next steps, and improvements.
- Produce weekly, monthly and ad-hoc reports where required and tailor them to the relevant audience.
- Attend monthly service reviews with customers, vendors, suppliers, and 3rd parties contributing to the review of incidents, service levels and improvements.
- Collates and analyses incident-based data for team metrics and KPIs
- Coach and mentor the delivery teams, either under direct or indirect management (e.g. 3rd party partners or contractors). This include thought leadership, and people management skills for various team under his service portfolios.
- Coach the Team members to develop Individual Development Plan and proper career path planning. Provide leadership and direction to project teams and oversee the development of competencies and career progression of team members.
Skills for Success
- Degree in any discipline preferably related to Information Technology Infrastructure.
- Min 10 years experience in managing the Call Centre systems such as CRM and OSS systems.
- Must have hands on experience in designing the call centre systems and the OSS systems.
- Min 15 years in the ICT industry with proven delivery experience in a sizable contract or organization
- Deep experience in IT services contract and complex implementation projects in both legacy and cloud managed service environment
- Experience in coaching and recovering trouble projects
- Good understanding of both business and delivery risks, especially in client work and delivery
- Strong collaboration and teaming experience, and ability to work with both senior leadership as well as operational and working level executives.
- Excellent relationship and stakeholder management skills - capable of dealing with people across all levels of a large, complex, fast moving organisation with constant transformation to stay market relevant.
- Able to develop high-quality presentations by synthesizing key information, financial data, market data and other relevant information
Rewards that Go Beyond
- Flexi work arrangements
- Full suite of health and wellness benefits
- Ongoing training and development programs
- Internal mobility opportunities
Your Career Growth Starts Here. Apply Now!
