Quality & management of business processes - Administer and support all types of knowledge bases and all documentation for the business line (procedures, operating methods, processes, operational descriptions, etc.), in particular by monitoring his/her activity. Take responsibility for the continuous improvement of processes and their related procedures, by leveraging his/her knowledge of them and overseeing the necessary actions, which may or may not be cross-functional.
Key Responsibilities Serve as a first point of contact for stakeholders, handling inbound calls, emails, and ticketing system requests professionally and efficiently, ensuring queries and issues are accurately logged and addressed Provide direct application and system support, including issue analysis, troubleshooting, and resolution via various channels (e.g., phone, email, ticketing system), ensuring timely assignment and resolution in accordance with service level agreements (SLAs) Monitor and manage support tickets, escalating issues to the appropriate teams where necessary and following up to ensure closure Collaborate with internal teams and external vendors to analyse, test, and suggest enhancements to existing systems and processes Perform functional testing before deploying changes to production environments Assist in preparing communications to users regarding system updates, service changes, and scheduled disruptions Leverage AI-powered tools to streamline routine support tasks such as ticket categorisation, routing, and status updates, and contribute to the team's continuous improvement efforts Contribute to the continuous improvement of support processes, workflows, and documentation quality
Bridge Communication Channels: Serve as an effective liaison between front-line business users, specialized support teams, and regional leaders to streamline issue resolution and foster collaborative working relationships
Cross-Team Administrative Handoff: Coordinate merchant application approvals and file handoffs across sales channels, risk/compliance, and the terminal deployment team.
Assist in the school’s safety, security and crisis preparedness activities, ag. arming and disarming of the school alarm system, reporting faults in school premise in a timely manner.
Software product development primarily on full-stack development that consists of Java SE, Java EE, HTML5, CSS, JSF, Spring Web, Spring MVC, Spring Boot, Microservices, JavaScript, Node .js, Angular, React, AWS Cloud, Oracle, MySQL, MongoDB and CI/CD tools such as Jenkins, Maven, Git, Github, Bamboo.
Quality & management of business processes - Administer and support all types of knowledge bases and all documentation for the business line (procedures, operating methods, processes, operational descriptions, etc.), in particular by monitoring his/her activity. Take responsibility for the continuous improvement of processes and their related procedures, by leveraging his/her knowledge of them and overseeing the necessary actions, which may or may not be cross-functional.
Software product development primarily on full-stack development that consists of Java SE, Java EE, HTML5, CSS, JSF, Spring Web, Spring MVC, Spring Boot, Microservices, JavaScript, Node .js, Angular, React, AWS Cloud, Oracle, MySQL, MongoDB and CI/CD tools such as Jenkins, Maven, Git, Github, Bamboo.
Assist the Operations Manager in basic facilities management and maintenance. Conduct regular checks on facilities, escorting of vendors/contractors, Pest Controllers and reporting faults to the Operation Manager.
· Service Monitoring, Incident Management andReporting: Monitor platform availability, service performance and utilisation;troubleshoot incidents and service requests; coordinate resolution with engineering teams and vendors; and produce operational dashboards and management reports.
This is a hands-on individual contributor role focused on employee IT and workplace technology. You will also improve support documentation and recurring processes so that common requests are easier to resolve, and employees know where to get help.