• Work closely with sales operations team to understand their business issues in workflow and operational process changes, provide quality resolutions and support to their critical issues. • Maintain open communications with business management to keep them up to date with the operational situations that impact or may impact their respective areas.• Manage the operations inbound team management and ensure the operation is in accordance with established procedures and practices. • Carry out team people and performance management responsibilities, drive support development and team productivity. • Cooperate with solution managers, IT folks and teammates to drive internal L6S projects to better meet project quality and support efficiency. • Build knowledge management library, lead the team to document key processes and capabilities.• Develop training plans based on the release and enhancement of assets, draft for the user guide and deliver timely training. • Responsible for updating and maintaining training page, regular inspection of WiKi, making corresponding amendments according to business requirement.• Present team achievements to key business partners and IT team on monthly basis.

• Collaborates effectively with development teams and business leadership to identify performance requirements and system bugs for new or modified systems.• Write standard testing scripts based on the requirements from business and IT. • Design testing plan according to the new functions or change requests, log system defects in Application Lifecycle Management system, follow up with business lead and IT developers to fix the defects on a timely manner. • Focuses on testing for analyzing, and solving issues in order to achieve performance requirements.• Incorporate or emulate customer data to ensure alignment between testing environment and production.• Recommend corrective actions to resolve problems, often in consultation with development engineers.• Accurately document the testing process, and modify as needed.• Conduct daily testing scripts execution review meetings, work with testing managers to make smooth transform from UAT to MTP.

• Provide instant support to users’ requests in Live Chat for more than 13 assets.• Deliver regular trainings related to system functions to end user and team members to improve the support efficiency.• Maintain and update training materials, upload to the training page and SharePoint.• Act as pioneer for the system support transition, collaborate with business SME and IT folks for better transition. Do the required data setup in the systems and help the teammates to go through the transition. • Organize team event on monthly basis, recognize the team members based on their performance and users’ feedbacks.• Conduct business meetings with internal and external partners, help them to understand the support model and solve their requirements during daily works. • Allocate the team resources based on the volume of tickets to optimize human resources within the team.