Delivery Business Support

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Mission

Business Support professionals act as the backbone of the team organization, facilitating communication between departments, ensuring that day-to-day operations run efficiently. They often serve as the first point of contact for any operational requests.

Roles and Responsibilities

Operational Excellence

• Hands on the operations: Configurations, Testing, Handover, Change Management, cessation over multiple technologies such as Voice, Video and Cloud.
• Participate in Data collection and follow up with the Expertise for Complex solutions.
• Coordinate the day-to-day operations of the Delivery team, ensuring tasks are evenly distributed and completed on time.
• Contribute to initial preparation phase of projects, activities with different stakeholders with technical insights.
• Be a technical referent on multiple offers and projects to the team and other stakeholders.
• Serve as the primary point of contact for escalations, technical assistance, and troubleshooting.

Quality and Performance Assurance

• Regular checks on the operational process and Level of Efforts (LoEs).
• Conduct workshops and support professional development of team members.
• Develop, document, and enforce best practices and standard operating procedures (SOPs) to improve efficiency.
• Propose and set up action plans to improve performance, quality and KPIs.
• Build andcommunicate dashboards, reports autonomously.

Problem Resolution and Assistance

• Address, troubleshoot and resolve operational issues raised by internal and external stakeholders during the operations.
• Investigate, learn, and perform knowledge sharing to the team.
• Escalate issues to the technical team or higher management when necessary.

Continuous Improvement

• Identify opportunities to improve the operational process and implement changes to enhance efficiency and customer satisfaction with automation mindset.
• Stay updated on industry trends and best practices to ensure the team’s processes are current and effective.
• Contribute to team's objectives and visions.