Systems Operations Specialist

The role is to prepare the customer for the warehouse startup and support them through the transition from projects to customer service.

During the transition of a project to operational use, or the continuous development and delivery in a hybrid project the balance of ramp-up, stability and operational improvement must be maintained.

The role interacts with the project team at multiple levels to ensure a joined-up approach to deliver the project, while managing the customer onboarding.

This role needs to be present once the systems are delivered onsite.

This role involves travel within the UK and beyond.

Duties and responsibilities include, but are not limited to:

The management, coordination and follow up of incident management (MI’s) during the startup phase of the operation. As well as progressing problem issues to the project team and ongoing continuous development projects

The coordination of triage process within the business for the right resources during any events

Support a project team with root cause analysis and reviews with experts within the business

To categorise, prioritise and sequence with the support of the project management the delivery of fixes and root cause

Provide timely, accurate, and regular updates to senior management, customers, and other stakeholders throughout the incident lifecycle

Developing a customer KPI for onboarding competencies

Working within a project team to deliver a customer onboarding and transition

Working with the customer stakeholder to develop their capabilities to manage and run the systems

Build and maintain effective working relationships with KNAPP Hotline Team Leaders and key stakeholders across all departments

Ensure operational processes are developed inline with Knapp business processes