Job Description

1. Provides management on a senior and experienced level for communication and collaboration platform of the Bank.

Platform Usage Management

-Monitors Platform usage through license count.

-Ensures cost associated to the UCC platform are optimized and and subscriptions are reviewed accordingly. Enterprise Email and Collaboration Support

-Provides 2nd level support for Collaboration, Office 365 and Communication concerns

-Conducts User Access Review as needed to ensure that user accounts are properly tagged.

-Provides support for collaboration apps concerns/issues.

-Provides recommendation for Microsoft and or UCC apps and integration Collaboration

Application Support

- Provides recommendation for Microsoft Collaboration apps and integration

- Provides support for collaboration apps concerns/issues. Communication and Telephony Support - Maintain and support the Bank’s telephony infrastructure

- Provide on-site and remote platform support for the IVRS of Contact Center (Aspect)

- Provides on-site and remote platform support for other telephony platforms (Verint)

- Assist with the design of new solutions based on business owner’s requirement Partner Relationship

- Main contact of platform provider.

- Maintains good relationship between the Bank, and Platform Provider.

- Reviews documentations and contracts in ensuring that it is aligned with the policies of the Bank.

2. Project Support/Lead

-Work with various internal teams in support of communications elements such as operations in contact center and office 365 and or other collaboration tools requirement.

-Provides technical assistance to special projects related to collaboration and communication under scope.

-Coordination with other security implementing departments in user/client access and control.

-Provides detailed timeline for deliverables under scope.

-Perform planning and support of communication infrastructure.

-Provides solutioning expertise on telephony and office 365 as subject matter expert.

3. IT Communications Officer

-Creates and provides guidance on Tech announcement releases to ensure brand and clear communication aligned.

-Covers tech communications relating to Infrastructure, Operations, Collaboration and Security Team.

-Create procedures related to communication and collaboration platform of the Bank.

- Releases communications via email as approved by marketing and branding team.

Qualifications

Experience:

• 4-5 or more years relevant experience in the field of IT and Technology related roles with knowledge on Unified Communications, Enterprise Collaboration Applications, people management of direct reports covering L1, L2, L3 and vendor support.

• Experience in Unified Communications and Collaboration such as Telephony, Office 365 and other collaboration tools, cloud communications infrastructure, end-user assistance and enablement, bankwide technical communications and announcements, basics to advance cloud finance for app optimizations, critical systems, data center operations, project, management, IT governance, management skills, analytical skills and communication skills.

Skills:

• Cross collaboration and technical expertise

- Design Thinker

- Possess keen organizational and People handling skills.

- Ability to foster teamwork.

- Good analytical and Problem-solving skills

- Express oneself clearly in conversations, interactions and business writing.

- Self-organizing.

- The Ability to plan and deliver oral and written communications that make an impact and persuade their intended audiences.

- The Ability to develop, maintain, and strengthen partnerships with others inside or outside The organization who can provide information, assistance, and support.

- ITIL practitioner and/or certified with any other IT framework.