1. Platform Operations
- Oversees platform performance, incident management, vendor coordination, and cross-functional workflows.
- Aligns operations with product, engineering, and customer success teams.
- Monitors system health, uptime, and performance (APM tools, dashboards, logs, alerts).
- Coordinates production releases to ensure proper deployment, rollback, and version tracking.
- Works with DevOps/Dev to align release schedules with SLAs and change controls.
- Leverage technology to automate workflow or processes to streamline operations, reduce manual effort and improve overall efficiency.
- Tracks change impact and rollback readiness.
2. Incident Support Management
- Manages incident lifecycle: detection, triage, troubleshooting, RCA, postmortem, and communication.
- Tracks recurring issues and coordinate long-term fixes with dev/SRE.
- Owns the incident management playbook and escalation matrix.
- Respond and manage incident tickets and escalation.
3. Monitoring & Alerting
- Monitor the platform operation and alerts in the Operation Control Centre.
- Analyses alerts and thresholds for false positives/negatives.
- Monitors incoming and outgoing data streams.
- Detect and resolve issues with missing, incorrect, abnormal or corrupt data.
- Escalate to data engineering, support, and customer success.
4. Vendor & Partner Management
- Manages third-party tools/services for their payment, subscription, contracts (e.g., cloud hosting, carbon reporting services, EMS and etc).
- Tracks SLAs, support requests, and escalations to partners and vendors.
5. Documentation & Knowledgebase
- Maintains SOPs, runbooks, escalation guides, and platform operation documentation.
6. Handover and Transition Management
- Act as the primary liaison between Implementation team and Operations teams during project handover phases.
- Ensure all required documentation, for example, technical specifications, configuration details, onboarding checklists, and support materials etc are complete and properly transferred.
- Validate operational readiness before transition, including system access, monitoring setup, and escalation protocols.
- Coordinate timelines and responsibilities to ensure a seamless transition from project delivery to ongoing support.
- Maintain a standardized handover checklist and continuously improve the transition process based on feedback and lessons learned.
7. Onboarding
- Assess customer environment, data types, connection and etc.
- Perform configuration and settings to onboard customer into the data platform and relevant partner services.
- Deliver onboarding training to customers, covering platform navigation, key features, workflows, and support and maintenance to ensure confident usage and adoption.
- Conduct customer knowledge assessment (CKA).
