Qureos Mentor

Tech IT Support

Job SummaryMain Role (Overall Accountability)The candidate will be responsible for the Call Center Systems of the Bank. The Call Center Systems referenced here comprise, but not limited to, the following:<ul><li>Computer Telephony Integration (CTI).</li><li>Interactive Voice Response (IVR-OD7).</li><li>Avaya IP Telephony.</li><li>Call Recording.</li><li>Call Management.</li><li>Work Force Management.</li><li>In-depth Knowledge in supporting and handling Avaya Aura Experience Portal.</li><li>In-depth Knowledge in supporting Avaya Orchestration Designer Application.</li><li>In-depth knowledge in Java.</li><li>L1 Knowledge in Dynamic IVR Applications.</li><li>L1 Knowledge in Custom CTI and Agent CTI screen popup application (.Net Application).</li><li>Knowledge in Supporting ChatBot Application.</li><li>Knowledge in Supporting IVRBot Application</li><li>Troubleshooting and log file analysis for the below applications:</li><li>AES</li><li>Admin and Report application</li><li>L1 Knowledge on Avaya CM concepts</li><li>Able to solve a wide range of basic to complex problems with general guidance</li><li>Managing Escalations</li><li>Have good understanding of integrations with other adjuncts for Applications (ESB, T24, Prime, S1).</li></ul>Over all Responsibility&middot; Ensure availability of the Call Center systems on 24*7 basis.&middot; Implement Change Requests and new technologies within the Call Center systems.&middot; Ensure that any development or enhancements are based on best practices in the Industry.&middot; Coordinate with his superiors in resolving issues and disputes.&middot; Coordinate with internal teams and external vendors to resolve issues and/or to implement system changes.&middot; Ensure regular updates on progress are conveyed to his superiors.&middot; Ensure high quality deliverables and work products are provided and meet commitments for the schedule on satisfying the Bank&rsquo;s user needs.&middot; Must build a strong sense of commitment among all his team members to meet the user satisfaction levels.&middot; Ensure that appropriate corrective and preventive actions are undertaken and resolve problems as soon as they arise.Principal AccountabilitiesSpecific Responsibilities:1. System Maintenance&middot; Ensure the availability of the Call Center systems to the business without any interruption of service.&middot; All application maintenance of the Call Center systems is undertaken and executed.&middot; Ensure that a detailed impact analysis of any change request is carried out and viable and tested solution is recommended.2. System Enhancements&middot; Ensure that the support team will use the Bank&rsquo;s methodology for the Software Development Life Cycle including any Software Engineering tool if necessary.3. Projects&middot; Co-ordinate with the Project Manager(s) for the implementation of new Call Center systems related projects, products, and services.&middot; Must balance the demands of the users and liaise with the Project Manager(s) for timely completion of tasks as per the set rules of Bank&rsquo;s Quality Management System.&middot; Must execute different activities of the project using SDLC methodology to achieve well-documented and controlled development so that clarity and transparency is maintained.&middot; Must maintain proper control for all development within the agreed quality parameters.Key InteractionPersonnel SpecificationsGood academic background with extensive domain knowledge of applications and systems support.The candidate should have at least the following:&middot; IT related bachelor&rsquo;s degree from a reputed university.&middot; Minimum of 3-5 years of experience in Call Center Support field with reputed organizations.&middot; Knowledge and hands-on experience in troubleshooting and resolving problems related to the relevant systems.&middot; Good level of programming knowledge in various languages.&middot; Planning, implementation and administration of the relevant systems.&middot; High level knowledge of current technologies in the relevant industry.&middot; Good documentation &amp; MIS/report preparation.&middot; Good communication and presentation skills with good command of spoken and written English.&middot; Good interpersonal relations with pleasing personality.Job Type: Full-timePay: RO350.000 - RO400.000 per month

Customer Care Executive – Banking

Main Role (Overall Accountability)<ul><li>Manage all the business analysis end-to-end for all change requests. &bull; Analyze, define, detail and ensure that documentation of business requirements has enough details to be developed as software.</li></ul><ul><li>Serve as a liaison between business and IT teams by facilitating communication and determining software objectives that align with stated and unstated business needs. Principal Accountabilities</li></ul><ul><li>Complete understanding of business requirements and bank&rsquo;s processes / systems.</li></ul><ul><li>Prioritize initiatives based on business needs and requirements.</li></ul><ul><li>Ability to translate the business requirements into coherent, usable technology requirements and effectively document the same.</li></ul><ul><li>Elicit business requirements using requirements workshop, document analysis, surveys, business process descriptions, use cases, scenarios and workflow analysis.</li></ul><ul><li>Evaluate business processes, anticipate requirements, uncover areas for improvement, and develop and implement solutions.</li></ul><ul><li>Critically evaluate information gathered from multiple sources, reconcile conflicts and decompose High-level information into detailed business requirement document.</li></ul><ul><li>Analysis of the feasibility and impact of various change requests received from departments in the modules / changes managed.</li></ul><ul><li>Acts as a liaison between business users and technical analysts / developers in the analysis, design, configuration, testing and support of systems to ensure optimal operational performance. Coordinate with the Scrum Master to align user story grooming tasks into sprint plans.</li></ul><ul><li>Be the liaison between the Business units, operations team, technology teams and support teams.</li></ul><ul><li>Coordinate and ensure implementation of detailed requirements from the business stakeholders on: - o Details of change o Impact analysis o expected process improvements &bull; Ensure effective change management and coordinate with the business and IT teams on various sprint planning activities.</li></ul><ul><li>Conduct meetings and presentations to share ideas and findings.</li></ul><ul><li>Identify the customization requirements wherever applicable and develop detailed user stories following best practices, ensuring to capture specifications and functional design.</li></ul><ul><li>Responsibility to complete all BA related documentation and ensure solutions meet business needs and requirements. This Document is classified as Official Official &bull; Prepare testing strategy document, including test cases/scenarios for any relevant testing such as UAT, sanity, regression, pilot and others.</li></ul><ul><li>Support the timely and effective implementation of agile initiatives.</li></ul><ul><li>Use expert judgment to identify and mitigate risks arising out of existing and proposed digital initiatives to ensure that development and enhancement of changes comply with Information Security, Internal Controls, Compliance and Legal.</li></ul><ul><li>Identify and document any gaps found during various agile delivery phases and coordinate with the stakeholders to develop the most appropriate approaches to address them</li></ul>. &bull; Coordinate the testing activities (UAT) with the business users ensuring status updates are sent in accordance to the approved strategy and timely execution of the cases/scenarios.<ul><li>Support the preparation and development of training materials. coordinate with the training department to ensure effective end user training for all projects / changes done.</li></ul><ul><li>Assist operations, branch, parameters &amp; other business team for the functional queries in the product.</li></ul><ul><li>Gather critical information from various stakeholders and publish useful MIS to business head.</li></ul><ul><li>Final sign off, documentation process and migration to the production environment. Other tasks and Duties</li></ul><ul><li>To adhere to the bank policies and procedures.</li></ul><ul><li>To be responsible for personal learning and development. &bull; To administrate and organize own work to ensure that it is accurate and meets quality targets, reasonable deadlines and reporting requirements.</li></ul><ul><li>To undertake any other tasks, duties assigned by the direct superior. Skills and Competencies</li></ul><ul><li>Excellent networking capabilities to ensure that relationships are utilized positively to get the work done without delays</li></ul><ul><li>Excellent analytical skills and knowledge of IT implementation &bull; Excellent oral and written communication skills</li></ul><ul><li>Excellent interpersonal, problem-solving and project management skills &bull; Must be tactful, mature, and flexible with empathetic approach</li></ul><ul><li>Strong communication and presentation skills &bull;</li></ul>Excellent negotiation skill &bull; Experience with agile planning and development tools (Atlassian-Jira, Confluence, Zephyr)<ul><li>Demonstrated ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing</li></ul><ul><li>To have a good understanding of bank&rsquo;s implemented retail IBPS processes and a strong ability to understand the business needs and translate them into user journeys/stories &bull; Able to upskill bank&rsquo;s in-house business analysts Qualifications</li></ul><ul><li>Deep knowledge of agile practices, frameworks, and techniques</li></ul><ul><li>Bachelor&rsquo;s degree (or equivalent years of experience) &bull; 5-7 years of experience with business analysis in banking</li></ul><ul><li>Overall knowledge of banking business</li></ul><ul><li>Background in Newgen&rsquo;s BPM product for branch process automation</li></ul><ul><li>Agile or scrum certification preferred (e.g. CSM, CSP, CSPO, PSPO)</li></ul><ul><li>Overall IELTS score of 7.0 and above (with minimum score of 6.5 for each individual band), or its equivalent in TOEFL; overall score of 94 and above (with minimum score of 20 for each individual section)</li></ul>Job Type: Full-timePay: RO700.000 - RO1,000.000 per monthAbility to commute/relocate:<ul><li>Muscat: Reliably commute or planning to relocate before starting work (Preferred)</li></ul>Experience:<ul><li>Business Analyst: 7 years (Preferred)</li></ul>

Business Analyst -IBPS

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Customer Care Executive – Banking

Business Analyst -IBPS