Senior Product Implementation/Integration Consultant
CR2
Total years of experience :15 years, 1 Months
Responsible for overseeing and managing products’ delivery, in alignment with CR2 overall strategy and business. This includes products’ planning and execution throughout the lifecycle of the business, starting from defining the products’ vision, gathering, customizing, configuring, and prioritizing products’ requirements, and collaborating with other functions (Engineering, design/user experience, and operations) to successfully achieve and deliver what a client expects to receive.
1. Provide support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
2. Ensure the adherence to the highest working standards for all incidents and problems by providing guidance, support and direct management.
3. When/where required, be contactable for escalations and support, on and on-call standby basis, or to perform assigned tasks on 24 x 7 basis
4. To proactively detect problems related to Service Transition Process and Procedures, conduct diagnostics, provide service request ownership to ensure resolution.
5. Ensure shortest implementation times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements
6. Carry out Change post-mortem review when a Failed Change may have caused any Incident to the customer, supporting to the highest standards and coordinating the resolution with the appropriate resolver groups.
7. Act as the customer Single Point of Contact (SPOC), when required, and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to implement the order within the prescribed SLA
8. Minimize the risk of implementation problems by carrying out regular reviews of the progress of the customer requests and agreed timeframes.
9. Conducts the analysis, definition, documentation and testing of application and systems enhancements within the Service Transition's scope
10. Audit for the use of the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with the Service Transition Operations guidelines and instructions where provided.
11. Adhere to installation guidelines and industry best practices in order to deliver quality service
12. To provide a professional application support service for the Service Transition supported applications and devices and communication between them including all the configuration software.
13. Perform Handover Document review and correction for Operational teams, as well as running Operational acceptances on behalf of Operations teams
14. Provision of support, for configuration defects, during the 'Warranty Period' to Service and Infrastructure Operations, for any topology or Infrastructure accepted by the Service Transition Operations teams
15. Participate to SITA workshops and ASPs to implement the Project/Change orders based on the required schedules, identifying and documenting the scope of works and defining and establishing functional requirements.
16. Perform Change Implementation and Deployment of Configurations of the supported Product and Systems
17. Audit for the correct performance of tests on hardware and software components and be responsible for the co-ordination of acceptance testing with Customers and 3rd parties.
18. Manage and support post sales services and support solution implementation as well as the integration of all contracted services and professional resources, both internal and external, in order to deliver a proper People/Process/Tools solution.
Implementation, configuration, and integration of CR2 Internet Banking solution in various banks, including web portals.
http://www.cr2.com
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