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Senior Associate, Recording SME, Technology Services, Technology and Operations

Job in Singapore - Singapore
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Company: DBS Bank
Full Time position
Listed on 2019-10-21
Job specializations:
  • IT/Tech
    IT Consulting, Systems Developer, IT Project Manager, IT Graduate
  • Software Development
    IT Project Manager
Job Description & How to Apply Below
Position: Senior Associate, Nice Recording SME, Technology Services, Technology and Operations - Singapore

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

  • Support all project activities on DBS voice infrastructure

  • Lead and manage Nice recording and projects for DBS including the following tasks :

    Monitor,Assess,Assign Daily Nice recording Incident/Service Request tickets for assignment to Level1 team Review all tickets to determine any recurring patterns / Initiate/Execute improvementsProvide guidance to end users on Nice recording usage / features / configurations / privilegesPerform troubleshooting and analysis of any critical issues / direct vendor L3 for resolutionPropose and Lead Operational enhancements on processes and tools for Nice recording Documentation of all relevant operations processes for future reference
  • Requirements

    Work Experience

  • Minimum 5 years of experience performing / supporting voice operations on Avaya CM,Cisco
  • Callmanager, Nice recording (Version 3.x onwards)
  • Familiar with Nice Sentinel monitoring – in depth analysis of Sentinel alerts/logs for in depth
  • Troubleshooting
  • Have led project implementations on at least 2 major Nice system upgrades in past 5 years (major voice system involving 2000 users or more)
  • Able to lead the team to troubleshoot and isolate complex end to end technical issues across multiple
  • Voice platforms (Cisco / Avaya)
  • Professional Qualification

  • Nice Installation and Administration (mandatory)
  • Cisco CCNA (Collaboration) certification (optional)
  • Academic Qualification

  • University degree in IT, Telecommunications or related courses preferred
  • Will consider Diploma in IT, Telecommunications or related courses if other professional criteria are met
  • Work Hours

  • Regular attendance at work during the day (8.30am to 6pm , Mon to Fri) ,
  • But due to the IT operations nature, commitment to be on 24 x 7 standby and/or be activated for after office hours (10pm to 6am) on weekdays and weekends is mandatory. Note that suitable rest periods are allowed to be arranged for such work
  • Position Requirements
    Less than 1 Year work experience
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