Contact Centre Support Specialist

2 weeks ago

Kuala Lumpur, Malaysia NTT DATA Services Full time

Req ID: 283238 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Contact Centre Support Specialist - Production Suppor to join our team in Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur (MY-14), Malaysia (MY).

  1. Up to 7 years of IT experience & 5+ Years on Contact Centre applications in banking/financial services industry. Knowledge on Avaya Contact Centre solution is preferred.
  2. Possess good knowledge on 3 tiers-architecture application to:
  • Provide L2 support – Be able to understand the application architecture, and interfaces to upstream/downstream.
  1. Support day-to-day IT operations – production issue resolution. Analyse issue raised by users or reported by monitoring system. Perform impact analysis and suggest workaround solution for service recovery.
  2. Be able to specify the monitoring requirement and observing system abnormality ahead of time to prevent issues from happening.
  3. Be able to conduct application capacity planning and perform performance tuning.
  4. Be able to participate/conduct regular DR simulation/live DR exercise.
  5. Good interpersonal skills and capable to communicate with different work groups within internal IT, BU/Operations and external vendors.
  6. Troubleshoot Batch Issues & root causes to Mitigate Impacts to SLA
  7. Proactively Identify and Identify opportunities for preventive Measure.
  8. Perform Administration & Optimization to achieve of Optimal System Performance
  9. Conduct review of technical and functional solutions from enhancement/project team to ensure they conform to Established Standards
  10. Recommend Design and Operational Optimizations
  11. Respond on time to the queries raised by various business units
  12. Provide Timely updates (Status, Progress, Issues, Resolutions) to Business Stakeholders
  13. Work with Project/Enhancement Teams to Review, Transition for Run Team

 

Core skillsets:

 

Contact Centre applications – Interactive Voice Response (IVR), softphone application, SMS Banking.

OS: Unix/Linux platform/Windows

DB: MS SQL and Oracle

App server: IIS, WebLogic/WebSphere,

Middleware: WebLogic, CD/SSH

Programming Language: Java, C++, shell script, Windows scripting

 

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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