Technical & Business Operations Specialist

Leads and mentors a small team within a specific task or project. Responsible for processes, KPIs, and communication within the project. Identifies process changes that lead to efficient operations and sets the processes for the benefit of the team, ensuring process alignment and team mentoring. The role also includes hands-on work as an analyst whenever required, guiding and assisting teams in problem resolution, providing technical coaching, mentoring, and knowledge management

Critical Experiences

1. 6-7 years of industry experience.
2. Excellent communication skills and ability to respond to customer queries quickly.
3. Ability to understand business needs and manage 24X7 shifts.
4. Good hands-on technical knowledge.
5. Excellent domain knowledge such as incident handling, production management, and audit processes.
6. Preferably experience in a complex global, matrix organization working across multiple time zones.
7. Experience in working in ambiguous situations, working under pressure, and flexible work hours.
8. Production-oriented with a sense of urgency and sensitive to production requirements.

Credentials

Bachelors/Masters degree in Science/Management, or equivalent experience. In India and APAC, non-engineer is preferred.

1. Prioritize, plan, and assign tasks to team members based on ability/focus for the day.
2. Guide team to resolve technical issues, come up with new ideas, and enhance processes as required for bill audits, running maps, service desk tickets, and so on.
3. Ensure that staff takes ownership of operational issues, be proactive when dealing with user issues, and track the status of activities managed by the team.
4. Actively participate and bring added value to root cause analysis.
5. Ensure that metrics, such as KPIs and SLAs that are set for the unit, are met.
6. Drive risk management processes.
7. Respond to enquiries from customers and help resolve their problems

• You will have a wide scope of activities
• You will have excellent products and solutions
• You will have scope for professional development