Core Job Responsibilities

• Own the operational administration and continuous improvement of the Intelligent Virtual Agent (IVA) platform and related digital support technologies
• Ensure stable, secure, and high-quality virtual support services across global regions
• Act as a mid-level technical and process expert for IVA, serving as an escalation point for complex operational issues
• Coordinate governance, demand intake, prioritization, and lifecycle management of IVA services
• Support incident resolution and service requests through IT Service Management systems in line with SLA and security requirements
• Collaborate with IT teams and business stakeholders to enable effective adoption and operation of IVA-enabled services
• Support audits, compliance reviews, documentation, and access control activities related to IVA platforms
• Owns the day-to-day administration of IVA platforms within GSD, ensuring av...