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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing production support and delivery for Loyalty & Pricing applications and customer experience systems, including chatbot and IVR. Proven ability to lead teams, ensure quality compliance, and execute technology support strategies while maintaining service levels.
Highest-signal resume keywords
Production Support ManagementLoyalty & Pricing SystemsCustomer Experience ApplicationsQuality AssuranceVendor Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Requirements GatheringFunctional Specification ReviewTest Case ReviewUAT SupportChange Implementation
Soft Skills
Team LeadershipMentoringCommunicationProblem Solving
Tools & Technologies
ChatbotIVR
Industry Keywords
SLABudget ManagementScope ManagementService ReportingKnowledge Sharing
About the role
Key responsibilities & impact- Manage and lead production support and delivery for Loyalty & Pricing applications
- Manage and lead production support and delivery for customer experience applications, including chatbot and IVR
- Lead production support at technology COV locations within SLA, schedule, budget, and scope parameters
- Test and oversee quality and compliance controls
- Develop and execute the technology support strategy
- Provide accountable 24x7 support and manage Loyalty & Pricing systems
- Gather and analyze requirements
- Prepare and review functional specifications
- Identify test scope and review test cases
- Support UAT, product walkthroughs, and change implementation
- Interact with business users, vendors, and technology stakeholders
- Manage vendors and software quality assurance
- Produce monthly service reports and periodic status updates
- Manage people, guide and mentor team members, and deliver high-quality support
- Guide team members in day-to-day operations and help resolve blockers
- Document learnings and conduct knowledge-sharing sessions
- Accept responsibility for new applications and learn required technology skills
Requirements
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