Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Serve as an execution focal point coordinating workstream activities across Process & Technology, L1/L1.5 Support, Back Office, Quality & Regulatory, Finance, and Solutions & Infrastructure.
Coordinate with Affiliate Transition Leads to monitor local readiness, site cutover tasks, shadowing/reverse-shadowing activities, and hypercare execution.
Drive alignment between technical infrastructure rollouts (e.g., CCaaS Genesys, REXIS CRM, AI tools) and operational wave deployment schedules.
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A recognized Degree in Computer Science, IT or a related discipline.
Excellent analytical, interpersonal, and communication skills: written and verbal
We are recruiting a Senior IT Business Analyst to lead the global DMS Center of Excellence (COE) within the IT Commerce Team. The role is responsible for DMS strategy, service management, governance, implementation standards, vendor management, project delivery and continuous improvement. You will drive global DMS adoption, market rollouts, retrofits and technology innovation while delivering scalable, standardized and business-aligned solutions across operating companies.
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We are seeking a highly competent, hands-on, and commercially driven Executive, IT Support Administration to manage the full spectrum of IT support, and infrastructure within our Corporate Division.
This role is ideal for an IT professional who can independently troubleshoot technical issues, manage IT resources, coordinate with vendors, and provide reliable IT support to ensure smooth business operations.
Apply business-process thinking when handling IT requests by understanding the user workflow, identifying root causes and proposing practical technology improvements rather than addressing only the immediate technical symptom.
Use approved AI, automation, scripting, diagnostic and knowledge tools responsibly to accelerate troubleshooting, analyse logs or errors, support coding and debugging, document solutions and improve productivity while protecting confidential Company information.
Assist in supporting, maintaining and improving internal software, databases, web applications, integrations, reports and simple automation solutions; coordinate with vendors or developers when issues require specialist support.
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