SYSTEMS OPS & PROJECT MANAGEMENT

Business Support Executive:

The Executive is a member of a support unit within the Consumer Operations Group that makes up of customer fronting and supporting officers (users). The users, especially officers who serve customers either in call centres, or visit customers in their premises, rely heavily on systems to deliver fast and quality service in this dynamic and challenging telecom environment. As such, the Executive plays an important role in ensuring that these IT components work efficiently and effectively for the users. The Executive will manage various existing systems (system operations) and multiple projects (project management) concurrently. He/she will have to work closely with the company’s IT departments, vendors, users and other stakeholders. He/she will play multiple roles at the same time, business analysts, business owner of system, project manager, communication manager, test manager etc.

Core responsibilities of the executive includes –

• Project management including enhancements by ensuring systems design, performance and deliverables are according to business needs;
• Bridging gap between IT and end users;
• Vendor Management
• System defects management & resolution
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The Executive must be proactive, a good team player, display challenger spirit and good time management.
 
 
Roles & Responsibilities

System Operations

• Being the business owner of several dedicated systems, the Executive will work with the Supervisor/Team Leader in managing vendor and IT Departments to ensure reliable performance from the various systems
• Conduct regular reviews with stakeholders and users to ensure continual system performance improvement
• Devise, plan and execute improvement efforts, processes to resolve system issues etc.
• Execute activities and tracking measures that ensure data integrity and quality, system availability and performance
• Fault resolution – Ensure IT conduct root cause analysis and implement long term solution/preventive measures
• Ensure adherence to IT security, audit policies and any matter related to governance and IT framework

Project Management/System Enhancement

• You may project manage, or represent the group in other department’s system projects, where you may take on different roles. You will work closely with stakeholders in designing and conceptualizing new systems/system enhancements (IT skills not required) to deliver an effective and efficient system that meets users’ needs and management objectives. You will support/work with the respective managers in implementing the following:
• Gather and scope requirements with requestors – develop user requirement document
• Manage, support & ensure the solution delivers according to user change request specifications (including system design, features and functionalities)
• Ensure end to end solutions were fully thought through with IT due to change specifications
• Manage/conduct UAT to ensure all functionalities delivered accordingly to specifications as well as defect management.
• Bridge any gap detected between IT & request owners to find the optimal solution
• Perform sanity test before production deployment to ensure software stability during wee hours or midnight
• Manage implementation and post-implementation activities such as training, onsite support, conducting post-mortems, benefit analysis, incident monitoring till closure
• Manage deliverable schedule & resource. Tracking the progress of all deliverables and provide regular updates to the request owners via emails or meetings
• Produce documentation for all deliverables such user manual, solution designs, test plan/results, etc and deposit them in the correct depository

Requirement

• Minimum Diploma in any discipline – preferably Business, Operations or IT related;
• Knowledge of call center ops environment is desirable
• Able to work with a minimal supervision
• Able to perform & support testing during at wee hours or midnight
• Excellent interpersonal skills with flexibility to work as a team
• Good oral and written communication skills
• Positive attitude and customer-oriented mindset in delivering deliverables
• Meticulous, analytical, organized and a reliable person
• Possesses maturity in handling challenging tasks & situations
• Proficient in MS Office & Visio Applications