ZAIN2245 - Channel Management

SUMMARY ROLE

Maintaining and supporting the technical operation of enterprise communication platforms, including voice systems, IVR, workforce tools, and other backend channel technologies. The role includes system configuration, monitoring, and incident resolution to ensure high availability and optimal performance. The team member works closely with operations, support teams, and vendors to resolve technical issues, implement updates, and enhance system capabilities to support service quality and business needs.

Responsibilities

• Maintain, configure, and support backend systems that enable enterprise communication channels (e.g., CMS, IVR, dialers, Qmatic, telephony platforms).

  
  

• Monitor channel systems to ensure uptime, performance, and reliability using appropriate tools and alerts.

  
  

• Respond to and resolve incidents affecting channel availability or performance, escalating as needed.

  
  

• Participate in system upgrades, patches, and deployments in coordination with vendors and internal IT teams.

  
  

• Implement changes to system configurations based on operational needs or customer service improvements.

  
  

• Document system setups, procedures, and troubleshooting guides to support operational continuity.

  
  

• Coordinate with support teams and vendors to manage service issues and plan maintenance activities.

  
  

• Participate in performance analysis and tuning of channel systems to optimize resource usage.

  
  

• •Participate in scheduled on-call support to assist with critical issues to ensure system continuity.

  
  

• Provide technical support for escalated service complaints related to backend channels.

  
  

• Contribute to initiatives aimed at automating monitoring, reporting, or response to recurring issues.

  
  

• Perform all the above-mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies and report any information/physical security breaches or incidents to the supervisor/manager immediately

  
  

• Be aware of, and adhere to, all environmental requirements as set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait

  
  

Zain abides by fulfilling the occupational health and safety certificate requirements that establishes and maintains an OH&S management system that eliminate hazards and minimizes OH&S risks (including system deficiencies), take advantage of OH&S opportunities and addresses OH&S management system nonconformities associated with its activities

SKILLS

• System Configuration

  
  

• Basic Coding

  
  

• Basic Windows and Unix/Linux knowledge

  
  

• System Monitoring

  
  

• APM Tools

  
  

• Incident Management

  
  

• Root Cause Analysis

  
  

• Technical Documentation

  
  

• Vendor Coordination

  
  

• Service Uptime Awareness

  
  

• Problem Solving

  
  

Communication

Education

Bachelor’s Degree Engineering/IT or equivalent