Senior IT Executive

Job Description

1. Infrastructure and Network Management:
   – Ensure network, infrastructure, and telecom for contact center setup are operational at all times.
   – Perform 1st level support for contact center technology issues before escalating to vendors.
   – Liaise with the Group Shared Tech Support Team and vendors for system, infrastructure, network, and telecom setup and troubleshooting.
2. System Implementation and Administration:
   – Manage new system implementations, collaborating with vendors through development, testing, go-live, and ongoing maintenance.
   – Articulate business & integration requirements between users & vendors.
   – Serve as a system administrator, configuring new requests such as IVR and adjusting business hours/holidays in the system.
   – Assist in implementing improvements, such as new reports and dashboards, to optimize contact center operations.
3. Financial and Project Management:
   – Prepare memos and obtain approvals for all contact center tech support activities that require financial resources.
   – Participate in conducting Requests for Proposal (RFP) for contact center technology requirements.
4. Business Development and Support:
   – Provide demo materials for business development purposes.
5. Compliance and Auditing:
   – Participate in both internal and external audit activities within the group.

Minimum Experience (Year)

• Minimum 2 years relevant experience in an IT support role.

Qualification & Skills

• Bachelor’s degree in Information Technology or related field.
• Proven experience in IT support and management, particularly in a contact center environment.
• Strong knowledge of network, infrastructure, and telecom systems.
• Experience in system implementation and administration.
• Project management skills and experience in managing financial aspects of tech support activities.
• Excellent communication and collaboration skills to work effectively with internal and external stakeholders.
• Exceptional discipline and commitment to timely attendance, including a willingness to work odd hours (allowance provided).