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Operation Lead
2 weeks ago
Responsibilities:
- Lead and drive the service delivery and projects implementation
- Manage and communicate with key holders on operational support daily
- Monitor and ensure SLAs are met, issues escalated and prioritized
- Act as the point of contact for account delivery
- Responsible for service delivery of account and prioritization of work requests
- Work with Company's Business to integrate new, enhanced and existing service offerings for the account
- Provide the customers with relevant reporting and trend analysis statistics to proactively support and improve the customer's business
- Identify operational gaps and drive to ensure closure, both internally and externally
- Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
- Ensure annual customer survey meets the expected customer satisfaction rating
- Work on financial cost priorities to ensure a balance between customer satisfaction and Company's business objectives
- Any other adhoc duties as required or assigned
- Be the point of contact when there is any Incident/Problem/Change
- Follow the SOP for any major incident outage
- Be the point of contact for any major incident (Need to be on standby)
- Assist support team on the onboarding process (Products, Support Team, Escalation Matrix)
Requirements:
- Bachelor Degree or Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines
- At least 3 years of relevant experience
- At least 2 years of IT outsourcing experience with proven ability to work in large groups and for large accounts to lead large team
- Proven success in achieving project milestones and broad technology awareness
- Possess a full and broad understanding of the services required by the account and of other services and technology potentially available through company, along with good project coordination skills
- Strong business acumen, customer focus and good financial management skills
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