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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Master Complex Problem Solving: Collaborate with cross-functional teams to diagnose complex network incidents, performing deep root-cause analysis to prevent recurrence
Maximize System Reliability: Define and maintain Service Level Objectives (SLOs) through advanced telemetry and streaming analytics to ensure "five-nines" availability
Influence Strategic Roadmaps: Translate technical roadmaps into business value for stakeholders and steer vendor product evaluations to align with long-term strategy
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Work closely with cross-functional teams (Legal, Finance, Operations, and Project Delivery) to align commercial terms with business strategy and project requirements.
Support risk management efforts by identifying potential commercial and contractual risks and ensuring appropriate mitigation measures are in place.
Monitor project progress, deliverables, billing milestones, and payment terms using internal systems.
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Conduct sensory evaluations and coordinate laboratory testing where required.
Identify, document and promptly escalate non-conforming materials, products or processes. Ensure affected stock is identified and held pending an authorised decision.
Investigate quality issues, support root-cause analysis and follow up on corrective and preventive actions.
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Leads the maintenance of all applications, every release cycle
Oversees the research, design, and delivering of solutions for multiple business units, while collaborating with analysts and business owners to deliver results in a timely manner
Review and assess current state to identify and recommend improvement opportunities
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Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Build strong customer relationships through effective communication, customer advocacy, and service excellence
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Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.
Accurately diagnose, categorise, prioritise, and escalate incidents and requests in line with service targets and operational standards.
Ensure seamless handovers to resolver groups and between shifts, with clear ownership, status updates, and next actions documented.
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Construction or waterproofing experience is an advantage.2. Physically fit and able to perform manual work.3. Willing to work outdoors and at construction sites.4. Able to work in a team and follow instructions.5. Good work attitude and discipline.