Contact Centre Support Specialist - Production Support

Req ID: 276948 NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Contact Centre Support Specialist - Production Support to join our team in Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur (MY-14), Malaysia (MY).Requirement: Up to 7 years of IT experience & 5+ Years on Contact Centre applications in banking/financial services industry. Knowledge on Avaya Contact Centre solution is preferred. Possess good knowledge on 3 tiers-architecture application to: Provide L2 support – Be able to understand the application architecture, and interfaces to upstream/downstream. Support day-to-day IT operations – production issue resolution. Analyse issue raised by users or reported by monitoring system. Perform impact analysis and suggest workaround solution for service recovery. Be able to specify the monitoring requirement and observing system abnormality ahead of time to prevent issues from happening. Be able to conduct application capacity planning and perform performance tuning. Be able to participate/conduct regular DR simulation/live DR exercise. Good interpersonal skills and capable to communicate with different work groups within internal IT, BU/Operations and external vendors. Troubleshoot Batch Issues & root causes to Mitigate Impacts to SLA Proactively Identify and Identify opportunities for preventive Measure. Perform Administration & Optimization to achieve of Optimal System Performance Conduct review of technical and functional solutions from enhancement/project team to ensure they conform to Established Standards Recommend Design and Operational Optimizations Respond on time to the queries raised by various business units Provide Timely updates (Status, Progress, Issues, Resolutions) to Business Stakeholders Work with Project/Enhancement Teams to Review, Transition for Run Team Core Skillsets Contact Centre applications – Interactive Voice Response (IVR), softphone application, SMS Banking. OS: Unix/Linux platform/Windows DB: MS SQL and Oracle App server: IIS, WebLogic/WebSphere, Middleware: WebLogic, CD/SSH Programming Language: Java, C++, shell script, Windows scripting