Key Responsibilities
Maintain and support telephony infrastructure (Avaya experience mandatory)
Ensure high availability, performance, and disaster recovery readiness
Monitor servers, logs, and metrics; troubleshoot incidents and perform RCA
Apply security hardening, patching, and vulnerability remediation
Manage SSL/TLS certificates and integrations between IVR, CRM, and API Gateways
Optimize call routing, reporting, and analytics for better performance
Collaborate with IT, Network, Business, Security teams, and vendors
Develop documentation, participate in system architecture design, and act as SME during audits
Manage change deployments and drive continuous service improvement
Qualifications & Experience
Bachelor's degree in Computer Science or related field
9+ years of experience in application support or enterprise systems management
Knowledge & Skills
Troubleshooting core banking, payment systems, card management, and commercial banking applications
Expertise in log analysis, SQL, and application server debugging
Familiarity with monitoring and APM tools
Knowledge of DR, high availability setups, and performance tuning
Awareness of compliance frameworks (GDPR, ISO 27001) and enterprise governance