Key accountabilities

• • Act as the central point of contact of an allocated group of clients on operational matters and ensure an efficient incident management process and escalate issues in an accurate and timely manner

• • Provide client support and follow up all questions or issues until resolution, regularly inform the client of progresses notably when in depth analysis is needed

• • Ensure compliance with Service Level Agreements and strengthen the quality framework to meet quantitative and qualitative objectives.

• • Drives continuous improvement of process and practices, assess and select improvement opportunities that provide long-term value and minimize operational risks

• • Contribute to operation enhancement projects, review of specifications and creation of terms of reference on coming products and initiatives, support to clients for the developments and tests, execution of conformance tes...