Partners with business unit personnel, BA team, other internal providers and external delivery suppliers at multiple locations worldwide to manage and coordinate for the operational support of front office applications, including eCommerce solution and related systems provided by third party vendors, with focus on business value and customer experience.
• Ensure the right L1, L2 and L3 operational initiatives are undertaken and oversee the defined operation processes of Incident Management, Request Management, Problem Management and Change Management are well followed.
• Create KPIs and dashboards to monitor services and outputs from external delivery suppliers to ensure SLAs and other quality metrics are being met.
• Prepare weekly operation reports, host regular meetings with operation stakeholders tracking customer satisfaction.
• Work closely with the end user community as the initial and primary escalation point for all system issues.
• Drive overall process consistency, compliance and improvements including necessary automation on operation activities to achieve reduced costs and greater efficiency.
• Establish a set of measures to continually monitor and ensure data consistency across integrated systems.
• Establish a set of measures to continually monitor and improve the performance of front office applications.
• Management of test data & environments to ensure effective quality assurance and prove of concept.
• Be a “hands on” subject matter expert (SME) and practitioner – Strive to remain current in knowledge, skill, evolving techniques, tool functionality and scripting.
• Contribute to design required target processes, data flow and data structure together with business unit personnel and BA teammates.
• Contribute to determine significant tasks and requirements for Change Request/Enhancement and establish feasibility.
• Contribute to test cases scripting and performs full functional regression and performance testing and manages user acceptance testing; defines release strategies, deploys solutions and communicates to the end users community.
• Contribute to define and implement technical/security requirements together with Architect and Tech Lead.
• Work in line with Control and Risk Management requirements of the systems including completion of annual audit.
• Document system functionality and keep documentation up to date utilizing generally accepted business analysis standards including written documents and UML diagrams such as Flow Charts, Swimlane Diagrams, Entity Relationship Diagrams, and others as needed.
• Devises streamlined user manuals and training seminars.

Job Requirement:

• Bachelors’ or Master’s degree in software engineering or computer science.
• 3 - 5 years of Customer Service or Application Operation experience for eCommerce, trading, or logistics systems.
• Thorough understanding of organizing, troubleshooting, and testing techniques required to support enterprise system solutions.
• Basic understanding of data structure with skills of querying data from DB/BI tools.
• Basic understanding of API technology and working mechanism.
• Prioritize operation activities based on business impact severity.
• Strong interpersonal and stakeholder management skills.
• Ability to effectively manage multiple assignments and priorities.
• History of applying varied approaches to solve complex operation challenges of significance to the organization.
• Advanced knowledge of standard business tools such as MS Office Suite (Word, Excel, etc.).
• Excellent verbal and written communication skills (Chinese & English).
• Adapt and respond to stress and adversity.
• Decision Making/Accountability.
• Responsible for swift restoration of system operation that supports business processes.
• Recommends operation policy, process, and procedural changes to management to achieve operation efficiency.
• Builds strong business relation with key users and other operation stakeholders.