Job Description

Job Summary

Demonstrated skills, knowledge, and experience leading technical teams. • Detail orientation, proven organisational skills and high degree of accuracy. • Strong oral and written communications skills. • Strong prioritisation skills. • Strong planning skills • Strong influencing and conflict resolution skills. • Ability to maintain supreme levels of ethical behaviour and confidentiality. • Strong technical skills. • Strong analytical and problem-solving skills. • Ability to work independently and within teams. • Ability to initiate/manage cross functional teams and multi-disciplinary OT service delivery • Ability to identify opportunities for improvement. • Ability to impart and share knowledge and skills. • Ability to work in a fast-paced environment and under pressure.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

Demonstrated skills, knowledge, and experience leading technical teams. • Detail orientation, proven organisational skills and high degree of accuracy. • Strong oral and written communications skills. • Strong prioritisation skills. • Strong planning skills • Strong influencing and conflict resolution skills. • Ability to maintain supreme levels of ethical behaviour and confidentiality. • Strong technical skills. • Strong analytical and problem-solving skills. • Ability to work independently and within teams. • Ability to initiate/manage cross functional teams and multi-disciplinary OT service delivery • Ability to identify opportunities for improvement. • Ability to impart and share knowledge and skills. • Ability to work in a fast-paced environment and under pressure.

Other Requirements

Demonstrated skills, knowledge, and experience leading technical teams. • Detail orientation, proven organisational skills and high degree of accuracy. • Strong oral and written communications skills. • Strong prioritisation skills. • Strong planning skills • Strong influencing and conflict resolution skills. • Ability to maintain supreme levels of ethical behaviour and confidentiality. • Strong technical skills. • Strong analytical and problem-solving skills. • Ability to work independently and within teams. • Ability to initiate/manage cross functional teams and multi-disciplinary OT service delivery • Ability to identify opportunities for improvement. • Ability to impart and share knowledge and skills. • Ability to work in a fast-paced environment and under pressure.