Description

• Primary Point of Contact: Act as the main interface for the client, proactively communicating with stakeholders on all issues arising during service delivery.
• Requirement Alignment: Actively respond to, clarify, and manage client requirements, taking full ownership of communication and feedback loops.
• Change Negotiation: Coordinate and negotiate live environment changes with the client, ensuring perfect synchronization regarding change details, scope of impact, and planned change windows.

• Process Governance: Establish, enforce, and maintain management systems for Incident, Problem, Configuration, Change, Release, and SLA-related processes.
• Major Incident Leadership: Lead the technical service team during major incidents, driving rapid fault diagnosis and recovery by effectively coordinating internal and external resources.
• Crisis Communication: Maintain continuous communication with the client during incidents, providing real-time progress updates and producing comprehensive post-incident reports.

• Operational Reporting: Oversee the compilation of monthly operations reports (summarizing activities, alert statuses, etc.) and personally produce the annual service summary report covering platform health, risks, and optimization recommendations.
• Quality Delivery: Establish standards and benchmarks for service delivery quality management, periodically evaluating performance to propose continuous optimization strategies.
• Knowledge Management: Responsible for collecting, organizing, and archiving operations documentation, ensuring operations manuals are regularly updated to reflect the live on-site environment.

• Transition-to-Operations: Guide projects seamlessly from the delivery phase into active operations, communicating environmental parameters to the client and driving the transition process.
• Risk Mitigation: Conduct proactive risk prevention and manage escalation pathways for post-sales operations.