As the Senior Platform Operations Specialist, reporting to 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

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

- Collaborate with Team Leads to 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

- Liaison with 3rd-party vendors (i.e. AWS) for assessing the business impact of any changes to

be made by the external vendors

- Consolidate and provide the Change Reports for holding CAB review meeting

- Consolidate and provide the Incident Summary Reports for regular assessment and

continuous improvement with the teams

- Provide regular Help Desk Performance Report for management review

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

field

- 5+ years of IT Operations experience with a strong understanding of traditional help desk and

service management practices coupled with working experience of dynamic DevOps

management practices

- Prior or current hands on experience in the IT Helpdesk, Service Desk or Service Delivery

roles

- 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

- Experience in building up Knowledge Base of Helpdesk and the standard operating

procedures

- Experience in operationalizing systems including ensuring operational readiness and support

processes are in place

- Experience in the operational processes of IAM, User access recertification, password vault

and relevant practices

- Experience in managing the processes of incident handling, change requests, CAB review,

release and deployment with DevOps or internal system development teams

- Experience in ITSM, 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 in managing small to medium sized support teams

- Experience in managing the readiness check and transition of system go-live with project and

production support teams

- Experience in involving with the work streams for Data Protection and compliance issues

- Experience in engaging with 3rd party vendors for penetration and vulnerability tests