Purpose Statement

• To maintain the operational integrity of a business eco-system (e.g. Connect) through monitoring and alerting to maintain system stability, reduce service disruptions, and working with first-line support to elevate the client experience.
• The Operations Support Specialist plays an integral role, ensuring seamless operations and efficient business processes. This position involves a blend of tasks that support day-to-day operations, from managing data, handling administrative duties, assisting with project delivery, implementing operational improvements, and external vendor liaison. Your contribution is essential for maintaining the operational integrity of the Connect ecosystem, working with various development teams to facilitate a productive environment. You will utilize monitoring and alerting to maintain system stability, reduce service disruptions, and working with first-line support to elevate the client experience.

Key Performance Areas

• Providing administrative support to the operations team: Includes tasks such as creating operational reports, compiling change requests, attending operations meetings.
• Assist with implementing new processes and systems: Ensure that new processes and systems are implemented smoothly. That any issues are identified and addressed quickly. That dashboards for visibility of products and systems are implemented and maintained.
• Coordinating with other departments and teams: Work closely with other departments, such as IT, HR, and product-line specific teams to ensure that the organization’s processes and systems are integrated and running efficiently.
• Monitoring and analysing performance data: Use performance data to identify trends and issues and make recommendations for improvements.
• Providing technical support: Troubleshooting and resolving technical issues impacting Live Better delivery and client experience. Coordinating with various departments and vendors to address technical issues.
• Communication with partners: Cultivating and sustaining robust relationships with both internal colleagues and a diverse range of external stakeholders. This strategic relationship management is crucial for fostering collaboration and driving the successful achievement of our organizational objectives, to ensure that the organization’s processes and systems run smoothly.
• Continuously monitoring and improving processes: Continuously monitor and improve processes to increase efficiency and reduce costs.
• Identifying and mitigating risks: Identify risks that could impact the organization’s operations; raise formal Enterprise risks and consult with other stakeholders on risk mitigation.
• Reporting: Assist in preparation of accurate, critical analysis of Operational information to present to EXCO to inform strategic decision making.

Experience

Minimum/Ideal :

• At least 5yrs working experience in a technical environment with 3+yrs systems related experience in a fast moving, client focussed environment.
• Experience and troubleshooting across the computer / technology environment, exposure to servers, databases, server security, networks, infrastructure etc
• In building and maintaining effective vendor / 3rd party relationships (function specific).
• In a capacity requiring effective communication and pulling multiple components together to achieve end goals.

Qualifications (Minimum)

• Diploma in Information Technology

Qualifications (Ideal or Preferred)

• Certification in ITIL or AWS Foundation

Knowledge

Minimum/Ideal:

• Knowledge of business continuity principles and practices
• Knowledge and understanding of the criticality of system performance and reliability, and monitoring and management of same

Understanding of IT systems development processes

• Of the principles and practices around vendor management and SLAs
• Of general IT standards, quality assurance and governance
• Knowledge of Information Technology Frameworks. (ITIL)
• Of how to transfer skills and knowledge regarding new systems or system changes
• Understanding of monitoring, technologies best practices and toolsets

Skills Required

• Technical skills: Good technical skills, including experience with servers, databases, and software such as Control-M, GoAnywhere MFT, Microsoft SQL Server, Microsoft Power Automate.
• Communication skills: Strong communication skills to communicate with other departments and external partners effectively.
• Problem-solving skills: Solid problem-solving skills to identify and resolve issues that impact Live Better. These issues can be internal or external and may require vendor assistance.
• Attention to detail: Pays attention to detail to ensure that processes are running smoothly and that any issues are identified and addressed quickly.
• Organizational skills: Are well-organized and able to manage your time effectively.
• Flexibility and Adaptability: Adapt to changes in processes and systems and be able to work well under pressure.
• Analytical Skills: Be able to analyse data, identify trends, and recommend improvements.
• Customer Service Skills: Good customer service skills to be able to provide support to internal and external customers.
• Teamwork: Work well in a team environment and be able to collaborate effectively with others.