Primarily responsible for partnering with the various operations senior department heads to establish and drive the Operations Support System (OSS) target state architecture from design to implementation. The incumbent is overlooking inhouse developed and third-party systems in place to ensure an efficient interaction and functionality between the various system (i.e. Jira, Alarm Manager, CMDB, SQL Server ect). Lead the improvement of systems used by operation to automate data workflows, simplify work processes and increase efficiency and standardize the reporting processes and the underlying infrastructure. These systems and processes offer new and innovative services with a great customer experience. Managing an international and multilingual team. Advising the management on how system related strategies and models will enhance efficiency of the value chain.

Organization and optimization of the operational unit taking into account costs and quality related to the objective of continuous improvement Provides direct leadership to 4 team leader and 40 employees in general.- International project management - Manage contact and support center, which provides a 24/7 services to the global operation- Uniform work processes. Conception and management of regular optimization projects- Manage and provide SLA and KPI driven customer service aspects - Evaluation of technology planning profitability analyses for new investments - Define and provide management reports

Primarily deals with customer support, pre sales, account management, engineers and the whole technical team. Responsible for managing and coordinating the network operation team in shift. Ensure that the provided services running efficiently without interruption. Manages the business process in the operations. Ensures that the systems and technology used are constantly upgraded to remain relevant. - Lead operations team - Project lead (implementation / change of new/existing services, continuous improvement processes) - Proactive in handling issues for priority Incidents and ensuring resolution in timely manner - Support all Service Infrastructure systems and services - Should ensure that customer needs are properly defined and satisfactorily met - Evaluate or develop new tools to better manage the Service Infrastructure - Oversees the work to ensure that system requirements have been properly implemented and procedures carefully followed. - Shift planning with regards to required staff, capacity as well as real-time monitoring and schedule updates - Train other new team members as needed - Provide ideas for the development of automated tools which enhances the capability of the engineers - Update and maintain training material, systems documentation and policy and procedures manuals.