IT Operations Associate
Riyadh
Company Information
Our client is a FinTech company specializing in insurance technology.
They recognize their people as the most valuable asset of the company, thus accomplishing the utmost culture and the best workplace practices for their employees. Our client's people are known to be unique, motivated, talented and among the best of the best. They are family with great values and amazing people.
Position Overview
The IT Operations Associate is a key member of the Operations Team. Reporting to the Chief Operating Officer (COO). Manage the day-to-day running of business operations to enhance the customer experience and ensure smooth and efficient service delivery.
Responsibilities:
· Responsible for the smooth functioning of the platform / application and ensure its effectiveness and efficiency.
· Responsible for performing all operational processes and procedures.
· Design and maintain all operational processes according operation policies.
· Manage all daily operational activity to maximise effectiveness and efficiency.
· Manage the day-to-day running of business operations to enhance the customer experience and ensure smooth and efficient service delivery.
· Ensure that all operational activities for areas of responsibility comply with all industry and government regulations.
· Work with the business departments and other personnel to help keep businesses running smoothly.
· Ensuring that our main platform /application meet operational targets.
· Monitors platform /application services and service levels.
· Monitoring application performance and issues, and alerting emergency resources when a problem occurs.
· Reports on the performance of platform / application.
· Maintains operational logs and journals, including monitoring data.
· Maintain the operational knowledge bases.
· Monitors system tuning.
· Make decisions towards managing the response to an incident appropriately. This includes decisions on prioritization, escalation, and technical response.
· Provide guidance and training to junior team members.
· Take the lead in representing the team and interactions with other teams as necessary.
· User provisioning – Creation and authorization of user profiles on platform / application. Also includes changes to user profiles and the procedure for deleting old user profiles
· Administer and monitor daily, weekly and monthly platform / application.
· Prepare reports and ensure optimal performance and maintain records of service level agreements for customers.
· Perform appropriate tests and provide training to upgrade product quality
· Assist technical staff to check and ensure resolution of all issues to achieve all objectives.
· Determine availability of platform / application.
· Monitor all communication for each customer to assess operations within timeframe.
· Administer and provide upgrade to systems and escalate issues.
· Evaluate all balancing functions as required by IT departments and other functional areas.
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