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

DBS Bank Limited
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Competitive
DBS Bank Limited
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Competitive
Senior Associate, Nice Recording SME, Technology Services, Technology and Operations
Business Function

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 improvements Provide guidance to end users on Nice recording usage / features / configurations / privileges Perform troubleshooting and analysis of any critical issues / direct vendor L3 for resolution Propose 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


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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
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