Analyst, COE Avaya Platform Support at First Bank

Job Identification: 250

Job Description / Responsibilities

• Conduct daily routine monitoring, operation and maintenance of all Avaya, IVR and Call Center Platforms Applications for optimal performance and ensure compliance to relevant standards
• Contribute to technical requirement definition, planning, coordination and implementation of Money Transfer Solutions
• Assist to provide prompt and effective delivery of Avaya, IVR and Call Center Platforms Applications to users
• Assist to manage the availability and optimal Performance of  Avaya, IVR and Call Center Platforms Applications configurations, problem and incident management to ensure IT service continuity and prompt support delivery
• Work with IT Application Solution developers and other stakeholders to ensure new applications meet the bank’s operational standard.
• Participate in the User Acceptance Test to ensure changes to Avaya, IVR and Call Center Platforms Applications in the production environment meets operational standard
• Collaborate with Information Security Operations Department to ensure that all the identified bank’s Avaya, IVR and Call Center Platforms Applications vulnerabilities are remediated appropriately
• Engage in timely resolution of all service requests logged on Helpdesk platform in line with agreed SLA and operations of IT in meeting the objectives of the bank
• Assist with application analysis, troubleshooting and evaluation on system resource requirements necessary to maintain optimal service levels
• Fulfil service requests and perform routine maintenance and support activities for  Avaya, IVR and Call Center Platforms Applications
• Assist to monitor and ensure proper tracking of expiration of application certificates as it relates to  Avaya, IVR and Call Center Platforms Applications
• Participate in the bank’s business continuity testing of critical products and services as it relates to Avaya, IVR and Call Center Platforms Applications
• Assist with closing of all internal and external audit exceptions as it relates to  Avaya, IVR and Call Center Platforms Applications.

Requirements
Education:

• Minimum of a First Degree in Computer Science or related courses.

Experience:

• 1+ year Post NYSC cognate experience.