Job Summary
Support and improve IT Contact Centre operations through AI, automation, service improvement and operational efficiency. The role supports AICC and Contact Centre technology operations while coordinating vendors, system access, usage, audits, SLAs, invoices and stakeholders to support effective and reliable service delivery.
The Day-to-Day Activities
IT Assistant and Contact Centre Operations
Support AICC and Contact Centre operations.
Handle TT/SR troubleshooting, incidents and service requests.
Monitor SLA and service performance.
Coordinate with ISD teams and vendors to resolve operational issues.
Support day-to-day Contact Centre technology operations.
AI and Automation
Support AI, GenAI and automation initiatives within IT operations.
Expand AI use cases to improve troubleshooting and first-level resolution.
Identify recurring issues and convert them into KBs, SOPs, RCAs, CRs or automation opportunities.
Support initiatives to reduce ticket volume, manual work and diagnosis time.
Monitor AI usage and identify opportunities for improvement.
AICC Projects and Operations Support
Support AICC implementation, enhancement, testing and operational readiness.
Support Contact Centre technology enhancement and service improvement activities.
Coordinate incidents, changes, testing and operational activities.
Follow up on technical issues, RCAs and outstanding actions.
Support project-to-BAU operational handover.
Vendor and SLA Management
Coordinate with AICC and Contact Centre technology vendors.
Monitor vendor SLAs, incidents and outstanding actions.
Follow up on RCAs and corrective actions.
Coordinate vendor meetings and track action items through to closure.
Provide regular updates on key issues and service performance.
Usage, Invoices and Budget
Monitor AICC usage, licensing and overage charges.
Validate vendor invoices against usage, POs and contracts.
Coordinate with Budget Owners, Procurement and Finance.
Follow up on PO, invoice and payment matters.
Highlight usage trends and potential cost optimisation opportunities.
Access, Security and Audit
Coordinate AICC and system user access based on approved processes.
Conduct periodic user access reviews.
Support system and access audits.
Follow up on audit findings and maintain audit records.
Ensure compliance with security, data privacy, governance and NIST requirements.
Support timely access changes and revocation.
BCP/DR and Operational Governance
Support AICC and Contact Centre BCP/DR activities and testing.
Maintain relevant recovery and operational documentation.
Coordinate recovery requirements with internal teams and vendors.
Support operational governance, compliance and service continuity activities.
SOPs and Continuous Improvement
Develop and maintain SOPs, KBs and troubleshooting guides.
Standardise troubleshooting and case-handling processes.
Identify opportunities for AI, automation and process improvement.
Share knowledge and support capability development within the IT Help Desk team.