أمير خان

 Led end-to-end operations and support for critical banking applications including call centre systems, Interactive Teller Machine, Bank Website, Rewards Point system, OpenText, Collection Payment System, Policies and Procedure, PMD, Operational Risk and Onboarding System ensuring 24/7 availability and operational resilience.
 Managed complex integrations and performance tuning for customer -facing platforms such as the call centre, reward points, Bank Website, Collection Payment System, ITM directly contributing to enhanced digital banking experience and transaction success rates.
 Owned application stability and incident lifecycle across business-critical systems, reducing P1/P2 incidents month-over-month
 Drove cross-functional collaboration between IT, Risk, compliance, Business team to support systems like Operational Risk, PMD, Policies and Procedures
 Streamlined deployment pipelines and release management across supported platforms, improving deployment success rate and reduce change-related incidents through structured UAT and release planning
 Championed architecture-level reviews and optimization of legacy systems, identifying and mitigating bottlenecks and recommending High Availability wherever applicable.
 Collaborating with vendors and stakeholders to evaluate and improve the bank’s current architecture and solutions.
 Driving the optimization of the bank's systems by analysing existing solutions and implementing enhancements to increase efficiency and performance.

Successfully collaborated with a diverse team of experts to bring the
chatbot project, DTMF IVR and conversational IVR Project to fruition.
✓ Effectively delegated tasks and managed workloads to ensure project
efficiency.
✓ Fostered a collaborative and communicative team environment.
✓ Guided the development process from ideation to implementation.
✓ Conducted code reviews and ensured adherence to best practices.
✓ Resolved technical challenges and made informed decisions about the
project’s architecture.
✓ Collaborated with Multiple Developers to create engaging and informative
chatbot.
✓ Regularly monitored project progress against goals and metrics.
✓ Communicated project updates, challenges and risks to stakeholders in a
timely and transparent manner.
✓ Identified opportunities to improve the chatbot’s features and functionalities.
✓ Expertise in operation, installing, configuring, and developing Avaya
Contact Centre Applications such as IVR, EPM, POM, AACC, WFO, CBA
✓ Collaborated with cross-functional teams in implementing and maintaining
Avaya solutions.
✓ Conducted end-user training and provided technical support to clients.
✓ Participated in planning and implementing upgrades and new technologies.
✓ Supporting technical teams in development and modification of application
code to ensure effect on processes.
✓ Collaborating with business team and IT team of Gulf Bank to define and
develop the requirements.
✓ Documenting the change progress and providing regular updates to client.
✓ Ensuring the Efficiency of changes progress in Call Centre Applications,
adjusting as needed.
✓ Designing Call flow and Business Requirement Documents for all IVR
Projects and custom-built Call Centre Applications.
✓ Proactively developing technical solutions and testing of complex
application logic for call Centre systems.

Successfully developed IVR Applications for leading Telecoms and Banks in Kuwait.
Providing continuous support for new changes in the production environment.
Fostered a culture of continuous improvement within a constantly changing technology landscape. Successfully drove improvement of operations & functionality of voice user interface applications.
Developed Dynamic Menu for the IVR Applications.
Administering development of IVR and speech applications through Java and Integrating Soap XML Web Services and Rest Json Web Services.
Supporting technical teams in development and modification of application code to ensure effect on processes.
Designing Call flow and Business Requirement Documents for all IVR Projects.
Performing SIT and UAT with Business teams.
Proactively developing technical solutions and testing of complex application logic for enterprise systems.
Defining and executing a future state landscape subsequent to exploring new solutions and tech trends as an opportunity to revolutionize service.
Partnering with Project Teams, aiding them with technical inputs for design specifications of speech applications.
Resolving critical production issues as well as technical issues by debugging and support coding and testing functions.
Capturing and documenting business/ technical requirements including programming specifications, functional & validating the design principles.

Joined the organization as NOC Engineer, moved on upward career trajectories, to merit promotion to the position of System Analyst
Designation Chronology:
February 2017 - November 2018: Back Office Engineer
July 2015 - January 2017: Network Operations Centre (NOC) Engineer

Key Responsibilities as Back Office Engineer:
Led discussion with STC Business team to develop/integrate bills with TABS, Pixel and Self Care Systems.
Led technical discussions with STC Marketing Team and Vendor Delta Partners for developing STC Analytics Project
Developed PDF and CSV Bills with GMC Inspire Designer for customer bills integrating with Tabs System
Developed and executed SAS Models and PL/SQL DataMart for STC campaign Analytics Project
Configured/automated routine tasks/reports using RPA & IOM Desk tools
Executed Security Analysis tool to maintain STC MSB compliance on the Infrastructure Assets.
Automated Interconnect suspension clearance activity and monitored the payment and invoices for CBS.
Ensured smooth operation and handling modules in back-end area like Mediation, Roaming and Interconnect
Coordinated with Infrastructure Manager and IT Operations Director explaining the Architecture of Security Analysis tool which is used for scanning Infrastructure Assets.

Key Responsibilities as NOC Engineer:
Maintained and improved network centre performance through proactive monitoring, event and incident management.
Managed and deployed resilient and scalable network architecture with minimal downtime. Monitored HP Operations Manager for all application processes and ensured their performance and schedule.
Owned the networking and server environments, monitored branch networks and server alarms through Network HP Network Node Manager.
Managed back up of file systems and database backups through Symantec Netback up tool and branch kiosk machines through NCR Monitoring tool.
Maximized network performance by monitoring performance, troubleshooting network problems, upgrades. Generated hourly, daily, weekly and monthly availability reports.