Mashreq
Website:
mashreq.com
Job details:
- Do detailed requirements gathering and impact check on the business requirements.
- Prepare functional specifications and obtaining sign offs from all stake holders.
- Work on the project timelines and communicate that to stakeholders. Agile methodology is preferred.
- Development of IVR applications using Avaya OD. Inbound and outbound IVR applications development (POM).
- Conducting Unit testing, SIT for the changes.
- Ensure User Acceptance Test (UAT) cases are signed off prior to fixes movement to production.
- Support production deployments.
- Monitor application performance and ensure that Open issues are addressed as per SLAs agreed.
- SLA adherence w.r.t, service calls quality, timelines and aging.
- Updation of SOPs.
- Perform call analysis to identify root cause of reoccurring service degradation issues.
- Production system monitoring and system Capacity Planning
- Production environment periodic DR Planning. Ensure Disaster Recovery (DR) environments are synchronized and available with maintained unit level recovery documentation.
- Perform incident reporting and work on Root Cause Analysis (RCA), including recommendations and plan for agreed action.
- Ensure systems (hardware and software) in all environments meet security baseline standards.
- 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.
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