Senior Platform Operation Specialist
1 week ago
About the team: Our Data-TnS-PUO Team provides troubleshooting and consulting services to internal Platform users. This team is responsible for:
- Resolving user issues
- Communicating with engineering teams
- Analyzing problems and providing solutions
- Maintaining SOP
- Writing daily reports
- Following escalation process
- Ensuring top-quality user experience
Role Overview: The Senior Platform Operation Specialist leads the team to analyze user feedback, enhance ticket handling, and optimize product and business operations through collaborations.
Responsibilities:
- Collaborate with stakeholders to improve platform service efficiency
- Identify areas for user experience enhancement
- Drive ticket handling efficiency improvements
- Monitor platform operation metrics
- Implement improvement changes
- Develop the team and support career growth
Minimum Qualifications:
- Experience in escalations process management
- Strong problem-solving skills
- Knowledge base building experience
- Project and stakeholders management skills
- Sense of ownership and accountability
Preferred Qualifications:
- Bachelor's degree or above
- 5+ years in user operations/ product support
- 2+ years of people management experience
- 3+ years of data analysis experience
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