Operations Supervisor  

This role is similar to a managerial position within the outsourced team, responsible for overseeing technical operations, vendor management, service delivery as well as process and knowledge management. Both technical and management skills are required.

Account management

• Utilising product knowledge to answer sales queries from customers via phone, email and chat
• Acting as a consultant and advisor to clients to understand their business and requirements, providing legitimate solutions
• Acting as a point-of-contact for an assigned sub-set of customers

Staff operations

• Coordinating staff and providing continuity between shifts
• Delegating tasks to staff for completion across shifts
• Evaluating and processing deliverables from other staff
• Service delivery and network operations
• Coordinating the delivery of services to clients, including provisioning infrastructure, network capacity or delegating these tasks as required
• Liaising with vendors and suppliers for hardware and capacity planning
• Liaising with carrier partners, peers’ NOCs, etc, to debug issues
• Liaising with datacentre partners to create trouble tickets, remote hands requests and access requests

Product management

• Having an intimate knowledge of various product lines
• Understanding customer requirements and verticals
• Assisting with the development of new products and services

Knowledge management

• Take ownership of the development of knowledge management systems, both internal and external. For example, self-service guides for clients and internal process guides for staff
• Sharing product knowledge with other staff through regular training sessions
• Developing internal processes to improve the efficiency of internal operations, and customer satisfaction

• Experience in an IT Ops role is necessary, with recent experience in Windows and Linux server operating systems. Some degree of leadership skills would also be needed
• Specific product knowledge can be trained, but some experience in a similar role (data center/hosting/cloud environment) would be beneficial
• Knowledge of Windows and Linux servers operating systems is essential
• Product management
• Having an intimate knowledge of various product lines
• Good understanding of customer requirements and verticals
• Strong analytical and planning skills
• Good communication and presentation skills
• Excellent problem-solving skills