NAFASI ZA KAZI VODACOM TANZANIA
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.
Read Also:
NEW TANZANIAN JOBS OPPORUNITIES (1000+ POSTS)
• Manage the systems/applications configuration.
• Manage systems 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.
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.
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.
Job Summary
Title: Customer Experience System Administrator
Location: Dar Es Salaam
Job type: Full Time Sector: IT/Technology
Job ID: ITVTL010
Posting date: 18 July, 2018
Deadline: Until Filled
No comments:
Post a Comment