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

Core Job Responsibilities

Owns the day-to-day administration of IVA platforms within GSD, ensuring availability, accuracy, performance, and op...