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

• 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 Tahakom 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.
• 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.
• Recommend improvements to Solution Operation department’s policies and direct the implementation of procedures and controls covering all areas of activity, ensuring relevant procedural/legislative requirements are fulfilled while delivering high quality and cost-effective results.
• Motivate subordinates and implement the defined processes and contribute to the identification of opportunities for continuous improvement of systems, processes, and practices, taking into account leading practices, improvement of business processes, cost reduction and productivity improvement.
• Monitor day-to-day activities to ensure compliance with stipulated policies and procedures.
• 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.
• 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.

JOB QUALIFICATIONS AND REQUIREMENTS

Knowledge & Experience  More than 8 years of relevant experience

Education & Certifications 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