JOB PURPOSE

The specific duties of a Sr. Solutions Operation Specialist include formulating strategy, improving performance, procuring material and resources, and securing compliance. You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels

ROLES AND RESPONSIBILITIES

Core Responsibility

• Receive end-user feedback and complex ticket complaints for ongoing performance enhancement
• Diagnose and monitor technical problems
• Provide level 2 support on all developed solutions and platforms
• Forward support requests to appropriate internal Business units or to external vendors when level 3 support is required
• Collaborate closely with the Software Assurance & Control team and the Software Development team to diagnose, document, and resolve (or forward) issues faced with operational solutions
• Maintain and run a trustworthy IT environment for all solutions and platforms ensuring SLAs are appropriately managed with service providers
• Provide business support to customers on site when needed

Planning and Strategy

• Participate in the preparation of Solution Operation department’s strategy and roadmap to support alignment with Solution Development directorate’s strategy
• Establish Solution Operation department’s plans and provide input to Solution Development directorate’s goals that support Systems Engineering division’s overall strategic plans
• Collaborate with relevant stakeholders to identify System Integration department’s required projects to meet future business demands
• Lead and drive the achievement of System Integration department's strategy, objectives and KPIs within the accountabilities of the department
• Develop regular reports on department’s progress and outputs to be shared with relevant stakeholders in line with reporting requirements

Budget Management

• Participate in Solution Development department’s budgeting cycle and provide input to the budgeting process
• Ensure effective utilization of Solution Development department’s budget and report accurately on progress made and challenges encountered
• Periodically (monthly, quarterly) inform the budget utilization with the department head
• Investigate and propose implementing initiatives that result in positive financial impact for System Architecture and Design department and mitigate financial and operational risks

People Management

• Identify, assess, and recruit key talent for Solution Operation team
• Manage and assist subordinates to perform their functional operations in accordance with set policies and procedures
• Guide, mentor and develop the System Architecture and Design department’s team as part of their continuous development
• Set performance objectives, provide necessary support, evaluate / appraise the team, and provide regular feedback on performance
• Promote a high-performance working environment within the System Architecture and Design department

Others

• Ability to effectively manage internal and external stakeholders including Partners and Customers
• Manage conflicts and resolve them amicably resulting in win-win situation for all the stakeholders
• Motivate highly talented people by providing them with an environment for growth in competency and career

Skills

JOB QUALIFICATIONS AND REQUIREMENTS

Knowledge and Experience: More than 8 years of relevant experience

Education and Certification: B. Tech in Computer Science, Software Engineering, Information Technology or master’s in business administration or master’s in computer application or other graduation stream with relevant experience