Description
Key Responsibilities
Lead all tech operations on Artificial Intelligence and Machine Learning.
Work closely with the Product Management team to suggest improvement in ongoing projects
Daily evaluation of metrics and communication/monitoring with team leads to discuss and impact team performance process improvement, problem resolution and workflow improvements
Oversee Product Support Analysts, Supervisors, and Leads and their individual performance. Evaluate technical and skills development across the team members
Develop and maintain knowledge of the product
Set clear objectives, evaluate progress and install a high-performance culture with a focus on teamwork, operational excellence and ownership for resolving customer issues
Establish and review test plans; lead UAT to ensure team capability requirements and deadlines are met
Conduct feedback sessions with Enterprise Systems Engineering teams to continuously iterate and improve team processes and performance
Establish and track team KPIs and metrics, created reports to present to leadership and key stakeholders
Create and prioritize initiatives to improve the product support process
Supper the Product Support team in their day-to-day activities
Work closely with the customer service, operations, and engineering teams, acting as the liaison relaying feedback from customers
Identify pain points for the team and suggested improvements to key stakeholders
Develop and implement a comprehensive Product Support Strategy
Use appropriate analytical tools to determine the preferred product support strategy
Periodically assessing and adjusting resource allocations and performance requirements to meet operational needs during strategy implementation
Other responsibilities and tasks required to support organizational goals and objectives.
Reporting Line:
This position reports to Head, Enterprise Systems Product.
Requirements
Experience in Post-Implementation Support Role:
Bachelor's degree in Computer Science, Computer Engineering, Information Systems or other related fields.
Minimum of 8 years of experience in Technical / Product support and 3+ years of experience managing a team of product support engineers and leads
Strong technical background and ability to guide engineers liaise closely with product development and customer interaction. Ability to handle field (site) support and Central Support team is the key.
ITIL certification is desired.
Experienced and conversant in SLAs and ticket severities and reporting
Diligent in generating and interpreting support metrics, and suggesting process improvements based on this data
Other Requirements:
Experience setting short and medium-term direction for the team including improvement projects which seek to increase team efficiency, effectiveness, and innovation
Collaborative mindset
Confident, professional and courteous communication with customers
Living and exhibiting company values.
Start-Up Environment:
Thrives in a fast-paced, start-up environment with dynamic business priorities.
Unlocking Potential of Team Members:
Experience in managing multidisciplinary teams to meet strategic objectives is important.
Extensive experience and passion for coaching/ mentoring a team.
Detailed Orientation and Managing Complexity:
Extensive experience leading a complex organization and passion for getting into details to identify root cause of issues and create innovative solutions.
Benefits
Competitive salary
Health Insurance
Pension
Performance Bonus
Annual paid vacation
Group Life Insurance
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Key Responsibilities
Develop software solutions by studying information needs; conferring with users; studying systems flow, data usage and work processes; investigating problem areas; following the software development life-cycle.
Determine operational feasibility by evaluating analysis, problems definition, requirements, solution development and proposed solutions
Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code.
Prepare and install solutions by determining and designing systems specifications, standards and programming
Update job knowledge by studying stat-of-the-art development tools, programming techniques and computing equipment; participating in educational opportunities; reading professional publications; painting personal networks; participating in professional organisations.
Support and develop software engineers by providing. advise, coaching and educational opportunities
Collaborate with team to brainstorm and create new products.
Make informed decisions quickly and taking ownership of services and applications at scale.
Collaborate with senior management and engineering teams to understand service metrics and tools requirements and ensure we're delivering the right engineering solutions to enable high QoS for services in our portfolio.
Develop, grow and mentor a healthy, diverse team and mentor skilled engineers and be a model of a service quality first - obsessed and data-driven Engineering Lead.
Anticipate, identify, assess, track and mitigate project risks as required.
Drive thought leadership and enable the implementation world class SAP business platforms.
Collaborate continuously with Unit heads and business users to define KPIs and measure reliability and performance of our services.
Develop reliable reporting solutions that resolve live site concerns - ensuring a reflection of actual user or customer experience.
Ensure continuous software maintenance, testing and continuous improvement to resolve issues relating to bugs.
Accurate documentation - Document every aspect of application or system as a reference for future maintenance and upgrades.
Establish and track team KPIs and metrics, created reports to present to leadership and key stakeholders.
Direct, analyse and approve project schedules and product designs - in collaboration with the Product team.
Reporting Line:
This position reports to Head, Enterprise Systems Engineering.
Requirements
Experience with Android and/or Web Development:
Minimum of Bachelor's Degree in Computer Science, Computer Engineering, Electrical and Electrons Engineering or any other related field.
3-5 years in software engineering in one or both of the following functions (native android development, web development - full stack).
Experience with Scrum/Agile methodoligies.
Knowledge of version control using Github.
Experience with leading development teams.
Familiar with test-driven development and hands-on experience with infrastructure automation technologies.
Excellent problem-solving ability.
Excellent problem-solving ability.
Excellent verbal and communication skills, including acting listening, negotiation and presentation skills.
Ability to communicate with clients, colleagues and management to explain complex issues clearly and concisely.
Meticulous and organised approach to work
Logical, analytical and creative approach to problems
Ability to learn new skills and technologies quickly.
Awareness of current issues affecting the industry and its technologies.
Start Up Environment:
Thrives in a fast paced, start-up environment with dynamic business priorities.
Unlocking Potential of Team Members:
Experience in managing multidisciplinary teams to meet strategic objectives is important.
Extensive experience and passion for coaching/ mentoring a team.
Detailed Orientation and Managing Complexity:
Extensive experience leading a complex organization and passion for getting into details to identify root cause of issues and create innovative solutions.
Benefits
Competitive salary
Health Insurance
Pension
Performance Bonus
Annual paid vacation
Group Life Insurance