As the Platform Operations Manager, you work with cross-functional machine learning, clinical data science, delivery, and engineering teams to support and operate AI-powered solutions for end consumers and health insurers globally. You have the ability to understand support requirements for technical platforms and client facing solutions, taking a metric and risk based approach. Your prior experience in managing and supporting highly complex operational environments will allow you to establish and maintain effective operational processes and policies. Your awareness of common industry standards for service management and security allows operations to be effectively managed while staying compliant. You lead with empathy, pragmatism, and a continual focus on customer satisfaction, having mastered the strategic balance of helping teams meet short-term operational support objectives while ensuring a longer term perspective is maintained.

Responsibilities

- Provide a point of contact for customer support across technical and user support channels

- Define operational support policies and processes for technical platforms and customer facing solutions

- Establish and maintain help desk, incident management, and service management capabilities

- Create a metric driven reporting framework to provide insights into operational environments and support channels

- Maintain day-to-day operations of technical platforms and coordinated releases through effective change and release management

- Ensure compliance with industry standard security and operational frameworks

- Provide effective internal and external communication of updates, incidents, planned outages, of technical platforms or client facing solutions

- Bachelor's Degree in computer engineering, business, Information sciences or other related field

- 5+ years of IT Operations Management experience with a strong understanding of traditional help desk and service management practices coupled with working experience of dynamic DevOps management practices

- Experience in managing small to medium sized support teams

- Experience in scaling up operational technical platforms and customer support in a startup environment

- Experience working in large enterprise IT environments

- Experience in supporting and maintaining SaaS / PaaS platforms and technical environments

- Well versed in JIRA Service Desk and Confluence

- Prior or current hands on experience in development, infrastructure, security, or solution architecture

- Experience in operationalizing systems including ensuring operational readiness and support processes are in place

- Experience in ITIL or other service management frameworks- Experience in SOC 1/2, ISO 27001, COBIT, or other similar standard frameworks, including achieving complaint implementations thereof

- Strong communication and presentation skills, experience interfacing with various business and technical stakeholders (Traditional Chinese)

- Working level verbal and written ability in English and experience in communicating with global teams

Nice to haves

- Experience with agile development practices

- Knowledge with Data Science products or products involving the use of ML/Deep Learning technology