Salaries are negotiable and based on each individual's skills, qualifications, and experience in line with market standards. (We will discuss your salary expectations upfront to avoid wasting time on a process that won't produce the desired outcome).
The primary objective of this role is to lead issue resolution, manage and prioritize incidents, and drive operational efficiency within product teams through effective organization. It involves detailed analysis of issues, facilitating workshops, and proactively improving operational processes. Building strong relationships and maintaining close alignment with client-facing teams will be essential.
Description - Daily Case Management : Triage and manage product cases/issues logged daily.
- Backlog Maintenance : Update, prioritize, and align the operations backlog with team and client expectations.
- Priority Communication : Clearly articulate and justify task and issue priorities.
- Team Coordination : Act as a communication bridge between business and technical teams to resolve key issues.
- Root Cause Analysis : Focus on resolving issues at a fundamental level to prevent recurrence.
- Service Request Handling : Investigate, log, assign, and manage product-related service requests and queries.
- Team Leadership : Manage and lead a team of two product specialists.
- Delivery Oversight : Oversee the delivery of service requests in collaboration with the product owner.
- Tracking and Reporting : Track and create dashboards for service requests; generate incident reports as needed.
- Business Analysis : Conduct basic business analysis on escalated product issues and service requests.
- Cross-functional Involvement : Collaborate with Maintenance, Product Owners, and Strategic Relations teams for issue resolution.
- Client Value Enhancement : Identify and implement interventions to improve client value perception.
- Support and Guidance : Assist team members with product support/analysis and identify systemic issues for resolution.
- Initiative Management : Drive and manage projects such as migrations, new workflows, and pilot initiatives.
- Culture Building : Foster a culture of learning, improvement, and accountability.
Knowledge and skills - SQL
- Excel
- Data visualization tools (e.g., Tableau, Power BI).
- Azure & GCP
- Understanding of API architecture and integration.
- General technical know-how (e.g. reading log files, working with JSON and XML, etc)
- Experience in DevOpsor Jira, and Big Query advantageous
Qualifications and experience - Relevant Experience
- 3+years of experience in Information Technology
- 3+years of experience in an operations role
- Valid drivers license and own transport required to travel
Behavioural Competencies - Strong analytical skills, detail-oriented, and results-driven.
- Excellent written, verbal, and interpersonal skills.
- Organized, structured thinker, and executor.
- Self-motivated, resilient under pressure, and growth-oriented.
- Developing team members' skills.
- Ability to clearly communicate with both IT and business partners at various management levels
- Capable of handling multiple tasks simultaneously under pressure during critical incidents
- Critical thinking capability and ability to help drive resolution to complex technical problems
- Domain knowledge and experience in healthcare is highly advantageous
