• Offshore Team Management - Lead, support, collaborate with remote and local team members to resolve back-office operational issues.• Identify training initiatives for team members.• Develop, review, and implement business processes across front/middle and back-offices.• Streamline Operational processes using automation workflows using current technologies.• Create marketing content for LinkedIn/blog. • Obtain Vendor certifications.• Assist with client documentation and internal communication templates/back-office templates.• Establish and maintain Records Management procedures.

• Provide technical remote support for IBM’s Watson Explorer product to global clients.• Use technical and negotiation skills in collaboration with other support operations/L3 Dev teams to prioritise and diagnose problems to resolution. • Communicate action plans to the client /IBM representative as appropriate.• Recommend and implement new or improvements to existing technical support tools, procedures and processes.• Create tech notes to support cases and share with other internal teams and clients.• Contribute towards high client satisfaction using NPS scores.