OPENMIND

Operations

• Ensure Customer Loyalty and Satisfaction from Customer’s Experience (CX) in engaging with Openmind’s Support Services.
• Ensure that Customer’s Application instances are kept up to date with latest Openmind software using Openmind’s Continuous Integration and Continuous Deployment (CICD) process.
• Monitor and Operate of Openmind’s Open Protect AI (OPAI) products.
• Maintain and evolve internal fulfilment of Openmind’s Support Services to deliver a proactive customer experience, to include further enablement using Data Analytics and Artificial Intelligence skillsets.
• Functionally lead a dedicated team of technical experts for the fulfilment of Support Services.
• Collaborate with Customer Operations counterpart teams to achieve performance above.
• Host regular Support Review meeting series to ensure required progress across all Support activity with each Customer.
• Triage all new Customer tickets and manage Triage outcomes throughout the lifecycle.
• Collaborate with Customers to Plan and Implement CICD process.
• Manage ongoing Customer pipeline of tickets and define action plans to resolve escalations.
• Contribute to initiatives to transform greater proactivity into Openmind Support Services.

Service Operations Lead