Role purpose:  

• Manage systems capacity & performance of Customer Experience Systems.
• Manage data for Call Center, Digital care and TNPS Applications.
• Ensure systems and applications security.
• Manage the systems/applications configuration.
• Manage system problems, Incidents and requests as per the SLA.
• Assist in acquiring and maintain technology Infrastructure for Customer Experience Applications.
• Manage systems/applications changes
• Manage Projects related to Call Center, TNPS, Digital care, interfaces and Database
• Provide assistance in managing the following whenever required: Digital care, Call Center and TNPS
• Responsible for Business Continuity Planning/Disaster Recovery Planning of all systems under his/her watch.
• Call Center applications Management, Administration, Integration, Delivery and Support.
• Accountable for security of Customer Experience Systems in line with VTL standards, policies, procedures and industry best practices
• Responsible & Accountable for the Data Customer Experience applications Monitoring, Backup & Restore, Traffic analysis and Control for optimal service standards provisions

Key accountabilities

 Systems Acquisition

• Assist in acquiring and maintaining application software.

• Assist in acquiring and maintaining Technology Infrastructure.

• Setting and maintaining IT & Billing policies and procedures.

• Installation of applications on Customer Experience Applications servers.

• Manage changes to the systems or applications via change management process.

System Operations

• Administration of all CE applications users.

• Installation, Configuration, fine tuning, and optimization of CE systems software and applications.

• Automation of routine task through scripting and intelligent system design. Vet all performance reports for all applications to confirm if they operate up to standard.

System Monitoring and Evaluation

• Monitor and evaluate on regular basis the performance of all CE applications.

• Monitor and evaluate on regular basis service level agreements with third party vendors

• Monitor and evaluate on regular basis the internal SLA performance of CE Applications.

Systems Management

• Manage performance of Customer Experience Applications.

• Ensure continuous service with high availability and minimum disruption

• Ensure security of Customer Experience applications by safeguarding against unauthorized access of Customer Experience applications and systems

• Manage CE configurations

• Manage CE applications problems and incidents including performing corrective action and/or escalating to suppliers.

• Provide first line support to VTL customer care team in resolving problems experienced by VTL clients during their interaction with CE applications.

• Manage data processed by CE applications including ensuring data integrity, confidentiality, availability and security.

Knowledge Base

• IT Systems administration

• TCP/IP Network administration

• Systems Monitoring & Analysis Tools

• Operating Systems

• IT Systems Management Processes

• Database Management/Administration

• Systems Development Life Cycle (SDLC)

• Information Systems Security

Skills Base

• Net development framework

• Java development Framework

• RDBMS Databases - MS SQL Server, Mysql

• Windows 2003 Server, UNIX/Linux Operating Systems

• IDS design and management

• RHCE would be an added advantage

Minimum required

B.Sc. in Computer Science or Electronics and Communication science with not less than 2 years’ experience.