Coordinate cross-functional delivery — align business analysts, developers, QA, vendors, and operations teams around a shared plan and shared milestones.
Apply testing-phase knowledge — understand unit, integration, system, regression, and UAT testing phases well enough to plan realistic test cycles and set clear exit criteria for each stage.
Partner with vendor and QA teams — work closely with vendor delivery teams and internal QA to make sure test coverage spans all angles — functional, integration, performance, security, and regression — not just the happy path.
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Deploy and maintain products in the customer's system landscape.
Propose solutions regarding the customer operational issues and tune/configure products and related key software component as Operating System, Databases, application and web servers.
Define and lead performance scalability and testing projects and configurate integration components such as LDAP, SAML, databases, middleware etc.
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Work with Service Center to ensure average turn around time (TAT) is within agreed KPI thresholds.
Create a weekly report to send to the Info Systems Project Management team to assist them in reviewing incidents to determine what events have occurred that may be operational losses.
Work with Service Center to ensure average turn around time (TAT) is within agreed KPI thresholds.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Maintain and harden existing sites — firmware, switch configs, IP documentation, rack hygiene, cable labelling, replacing failing routers and APs with minimal store downtime.
Reduce repeat work — when the same fault appears at three stores, you raise it, script around it or propose the permanent fix.
Support endpoints — in-store PCs, terminals and printers, remote support via SSH / RDP / RustDesk / MeshCentral / Intel AMT.
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Lead technology investment planning and prioritization, ensuring alignment between business outcomes and resource allocation.
Partner with regional leadership teams to embed technology capabilities into core business operations and growth initiatives.
Provide end-to-end accountability for technology outcomes across the region, coordinating delivery through cross-functional IT teams including applications, architecture, infrastructure, cybersecurity, data, project management, and sourcing.
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Exceptional customer service skills with the ability to empathize with customers and efficiently resolve issues.
Effective communication skills, both verbal and written are necessary, with the ability to convey technical information to non-technical users in multiple languages.
Keen interest in continual learning and professional development.
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