Primary responsibility is to handle production IVR and chatbots applications.
Understand business requirements, new projects raised for the IVR & chatbot.
Coordinate 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.
Key Result Areas
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.
Operating Environment, Framework and Boundaries, Working Relationships
E2E responsibility of delivery of IVR & chatbot requirements.
Co-ordination with required stakeholders to meet the project/URF timelines
Internal functions and work practices as per policy, compliance and procedures of the organization.
Manage production support and maintenance of IVR & chatbot related system.
Internal functions and work practices as per policy, compliance and procedures of the organization.
Problem Solving
Ability to break down the user requirement and identify most important and relevant information and options.
Ability to present and discuss problems with others toward permanent solution.
Investigate and understand the cause of UAT defects raised.
Interpret, understand and resolve user support issues.
Recommend solutions to system or process obstacles.
Decision Making Authority & Responsibility
Responsible to design functional solutions to business requirements.
Use effective judgment to weigh different options for achieving better results within appropriate timeframes.
Highlight any concerns affecting workplace deliverables.
Complete root cause analysis & propose alternative solutions, and/or escalate in line with the process / practices.
Avaya IVR: 10 years (Required)
Chatbot Integration: 10 years (Required)
Cloud Technologies: 10 years (Required)
Azure: 10 years (Required)
Restful API: 10 years (Required)
API: 10 years (Required)
Microsoft SQL Server: 10 years (Required)
Java: 10 years (Required)
Springboot: 10 years (Required)
Apache: 10 years (Required)
Tomcat: 10 years (Required)
Kubernetes: 10 years (Required)
Microservices: 10 years (Required)
Bank: 10 years (Required)
Work Location: Remote
Application Deadline: 28/07/2025
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