Orfium

Executive

• Responsible for performing a broad range of administrative functions, including processing administration agreements, resolving counterclaims, managing departmental mailboxes, and fulfilling various ad hoc requests.
• Ensures the accurate and timely completion of administrative processes to support departmental objectives while delivering exceptional customer service to both internal and external stakeholders.
• Review and update client agreements, ownership data, account details, and various administrative forms within internal database systems
• Receive, research, and respond to various inquiries via email, postal mail, and telephone
• Effectively communicate the company’s respective policies and procedures to internal and external customers as they relate to administration, account maintenance, and copyright counterclaims/discrepancies
• Review and manage writer and publisher affiliate catalogs to ensure the accurate distribution of royalties
• Resolve copyright counterclaims and discrepancies
• Research and prepare royalty adjustment requests as necessary
• Support special projects and complete miscellaneous priority tasks associated with contract administration and agreement distribution as assigned
• Maintain effective communication with team superiors and other team members
• Complete miscellaneous priority tasks associated with various metadata
• Provide support in conducting training sessions whenever required

Project Executive – Agreement Distribution

Team Lead

• Team Lead is responsible for overseeing the daily operations of the team, ensuring productivity, quality, and timely delivery of work.
• Assigning tasks and monitoring performance, providing guidance and coaching to team members.
• Resolving operational issues and ensuring compliance with company policies and procedures.
• Serving as the primary point of communication between the team and management, supporting process improvements.
• Preparing performance and production reports and fostering a collaborative and positive work environment to achieve organizational goals.

BMI Team Lead – Cue Sheet Processing

IT Support

• **ROLE SUMMARY**
• Provides advanced-level (Tier 2/Tier 3) support for complex hardware, software, and mobile device issues. Working directly with end-users both in-person and remotely, this role acts as the final point of escalation for the most challenging device-centric problems within the Service Desk. The Senior Specialist not only resolves advanced technical issues but also plays a key role in vendor negotiation, hardware lifecycle strategy, and implementing IT process improvements.
• **CORE RESPONSIBILITIES**
• - **Advanced Technical Support & Escalation Handling**: Diagnose and resolve complex, escalated hardware and software issues across physical workstations (Windows, macOS, Linux), virtual desktop environments (VDI), mobile devices, and associated peripherals. Act as the primary technical escalation point for junior team members.
• - **Vendor Negotiation & Asset Lifecycle Management**: Negotiate pricing and SLAs with external vendors to coordinate hardware procurement and logistics. Oversee repair workflows with external service centers and strategically manage device depreciation and refresh cycles.
• - **Security & System Hardening:** Champion organizational security standards by executing advanced workstation hardening procedures, remediating vulnerabilities, and supporting broader enterprise cybersecurity initiatives.
• - **System Maintenance & Root Cause Analysis:** Proactively manage endpoint health, perform complex system upgrades, and conduct root-cause analysis on recurring issues to ensure long-term stability and security compliance.
• - **Technology Leadership & Continuous Improvement**: Maintain advanced technical expertise in rapidly evolving endpoint technologies. Implement state-of-the-art solutions to streamline user workflows and automate IT processes.
• - **Cross-Functional Collaboration**: Cultivate strategic partnerships across enterprise departments to optimize IT service delivery, manage VIP escalations seamlessly, and ensure clear communication during major incidents.
• - **Operational Excellence**: Maintain consistent, reliable attendance and successfully execute additional strategic duties as assigned to support overarching business objectives.

Senior IT Service Desk Specialist

• **ROLE SUMMARY**
• Provides intermediate-level support for hardware, software, and mobile device issues. Working directly with end-users both in-person and remotely, this role acts as the primary point of contact for device-centric IT requests. The Specialist resolves intermediate-to-advanced workstation issues and seamlessly escalates or dispatches complex network or infrastructure problems to the appropriate engineering teams.
• **CORE RESPONSIBILITIES**
• - **Technical Support & Troubleshooting:** Diagnose and resolve intermediate-level hardware and software issues across physical workstations (Windows, macOS, Linux), virtual desktop environments, mobile devices, and associated peripherals.
• - **Vendor & Asset Management:** Partner with external vendors to assist with hardware procurement, logistics, maintenance repairs, and end-of-life lifecycle management (including asset tracking and depreciation).
• - **Security & System Hardening:** Enforce organizational security standards by executing workstation hardening procedures and supporting broader cybersecurity initiatives.
• - **System Maintenance & Upgrades:** Proactively manage hardware and software health, performing essential upgrades to ensure optimal performance, stability, and security compliance.
• - **Continuous Improvement:** Maintain up-to-date technical expertise in rapidly evolving endpoint technologies and implement modern industry best practices.
• - **Cross-Functional Collaboration:** Cultivate positive partnerships across all enterprise departments to streamline communication and optimize IT service delivery.
• - **Operational Excellence:** Accurately document all issues in the IT ticketing system, maintain reliable attendance, and successfully execute additional duties to support overarching business objectives.

IT Service Desk Specialist

• Lead, mentor, and develop the global IT Operations team across Sri Lanka and Athens, fostering a culture of ownership, collaboration, innovation, and continuous improvement.
• Oversee global IT infrastructure, including networks, servers, cloud environments, endpoints, and enterprise systems, ensuring high availability, performance, reliability, and security.
• Manage identity and access management, user onboarding and offboarding, access controls, and the lifecycle of IT assets, systems, and software, from procurement through deployment and maintenance.
• Partner with the Security Operations team to implement and maintain robust cybersecurity controls, respond to security incidents, and ensure compliance with security best practices.
• Drive global IT operational excellence by standardising processes, managing vendors, improving service delivery, and ensuring consistency across all regions.
• Lead IT projects from planning through delivery, ensuring they are completed on time, within budget, and to the required quality standards, while identifying opportunities to leverage emerging technologies.
• Manage the global IT budget, financial planning, and resource allocation to support business objectives and the company's continued growth.

Global IT Manager

• Monitor and manage service delivery processes to ensure adherence to SLAs.
• Identify and resolve service delivery issues promptly.
• Proactively address potential service disruptions.
• Track and analyze key performance indicators (KPIs) to measure service quality and identify areas for improvement.
• Create accurate and comprehensive reports based on Soundmouse services, tailored to specific client and service requirements.
• Utilize advanced Excel formulas to automate report generation and analysis.
• Trigger and track service tickets (SP/SD) for reported incidents and service requests.
• Collaborate with relevant teams to resolve issues efficiently.
• Build and maintain strong relationships with clients through effective communication and proactive problem-solving.
• Address client concerns and inquiries in a timely and professional manner.
• Provide regular updates to clients on service status and any potential issues.

Service Delivery, Monitoring Executive

Product Manager

• - Define and own the product vision, strategy, and roadmap for your product area.
• - Conduct in-depth market research and customer analysis to identify opportunities and inform product decisions.
• - Translate product strategy into detailed requirements, user stories, and prototypes.
• - Prioritize features and initiatives based on business value, customer impact, and technical feasibility.
• - Provide product direction for a cross-functional team of engineers, designers, and other stakeholders to deliver high-quality products.
• - Effectively communicate product plans, progress, and outcomes to internal and external stakeholders.
• - Track and report on key product metrics and OKRs.
• - Analyze product performance and use data-driven insights to iterate and improve upon the product.
• - Mentor junior product managers and contribute to the overall growth of the product team.