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Mashreq Global Services
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Assistant Vice President - Technology..Pricing Platform.TECH

Assistant Vice President - Technology..Pricing Platform.TECH

Mashreq Global Services

8 - 10 years

25 - 30 Lacs

bengaluru

Posted:3 weeks ago| Platform:

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Skills Required

rca automation usage orchestration ivr infrastructure management quality audit problem management system monitoring sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Primary responsibility is to handle production IVR and chatbots applications.
Understand business requirements, new projects raised for the IVR & chatbot. Co-ordinate with development team so that requirements are developed and delivered as per user expectation. Planning and ensuring smooth deployments and postproduction support. Ensure applications are running in health status with adequate monitoring. Work with stakeholders and collaborate with different teams for delivery and support of the applications.

Domain Knowledge Avaya IVR, Avaya Orchestration Designer, Chatbot technologies, Azure and Micro services knowledge.
Expertise in Java. Proficiency in SQL Server and other databases like mongo. Classification: Confidential Knowledge of Apache Tomcat, Kubernetes. Proficiency in integrating and consuming RESTful webservice interfaces 8-10 years of experience

Mandatory
Avaya IVR, Avaya OD, Chatbot integrations knowledge, Cloud technologies (Azure), RESTful API SQL Server and above Java, spring boot Apache Tomcat Kubernetes Micro services design

Desirable
Document Statement systems domain knowledge Mobility development tools

Ensuring IVR and chatbot applications are stable and healthy in production.
IVR and chatbot channels should be available 247 unless planned downtime activities Conduct regular review on infra usage (AKS/CPU/Memory/Disk etc.) both production and test environments. Responsible for patching (Infra and application components) and accountability. Automation of BAU tasks and reduce manual intervention. Available to support application during incident/outages and ensure resolution. Work on RCA and problem management process is followed as per Mashreq policies. Work on documentation pertaining to DR, day to today activities as required by management team. Ensure backups are scheduled as per application recovery strategyand testing the back ups. Adherence/updation of SOP, audit evidence gathering, infra, governance, data policies. Compliant to HR and organization policies. Work closely with business stake holders on IVR and chatbot deliveries. Work with vendors to upgrade/incident fixes/new solution designs for vendor-based applications/products. Identify system improvements and simplify the system complexity. Identify revenue opportunities and make constructive suggestions.

Provide support of the IVR & chatbot systems to ensure expected system availability and stability as per business criticality SLA/TAT.
System monitoring and analysis - Pro-actively report the issues, analyze and provide solution. Service tickets support Service tickets closure as per agreed SLA with root cause analysis and bug fixing if required. Participate in audit and other compliance activities as assigned and complete action items for mitigation and rectification. Ensure all processes adhere to internal standards set as part of Quality & Audit, Infrastructure Management Guidelines.

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Assistant Vice President - Technology..Pricing Platform.TECH