POSITION PURPOSE
• Role involves setting-up and then managing Level 1, 2, and 3 support both internally and with external vendors and delivering a world class in-house IT Operations & Support model.
• To support the rapid business growth and integration of our existing and future mobile financial services business, including but not limited to; business applications, handset applications / customer channels and back-office systems, supporting the operations of the Wave Mobile Money System.
• Additionally, this person may also support design tasks, and into the build and implementation phases for new deliveries.

KEY RESULT AREAS
• Delivery of IT operational support model, using ITIL framework.
• The key objectives are high available and secure systems which meet customer and business objectives, by closely monitoring, proactively maintaining, and quickly / effectively responding to incidents.
• Implement a learning process so that incidents are not just dealt with in terms of fix / fail, but identify root cause analysis, knowledge sharing and learning practices to improve the overall Operations / Support capability.
• Support flexible architectural vision / long-term maturity path to support future business requirement.
• Positive engagement with technology and non-technology stakeholders which drives outcomes.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• Collaborate with other professionals to determine functional and non-functional operational requirements for current, as well as new software or applications
• Use tools and methodologies to proactively maintain and monitor systems
• Use a standard incident response methodology
• Determine root causes and implement long-term fixes / process improvements
• Working with internal IT staff and other stakeholders, as well as external IT vendors, such as infrastructure supplier, core system, and middleware
• Operate in a 24 / 7 support environment
• Manage a team of staff, both internal IT, vendor, and Call Centre contractors
• Set standards / SLAs and enforce based on ITIL
• Operate under a strict information systems framework
• Be the ‘receiver’ of new technology / product deliveries as project complete and they move into business as usual support
• Communicate successfully all concepts and guidelines to development team for support requirements
• Ensure software meets all requirements of quality, security, modifiability, extensibility etc. before you accept delivery
• Support & work with Product team to input tech support perspective for new product initiation
• Evaluate and recommend tools, technologies and processes to ensure the highest quality support platform
• Use a standard support management tool (e.g. Zendesk) to manage the complex support requirements
• Domestic & Regional travel may be required from time to time.

KEY PERFORMANCE & SUCCESS INDICATOR
KPIs
Financial:
• Delivery of capability which supports the Revenue objectives of Wave Money (keep systems up at all times)
• Expense minimization whilst hitting all key objectives
Network:
• Safe, Stable, easy to use platform which is highly functional so that Wave is seen as the preferred supplier in the market
• Simplified support operations so that staff are able to easily work in the environment
Individual:
• Result-based improvement
• Leadership and people management / staff development

KEY STAKEHOLDERS
Wave Money: Head of IT , Head of Product,Head of Business Solution,Technology Program Manager , Product Manager , Software Development Lead , App Development team ,Release/Test Manager,
Telenor partner: Telenor IT, Telenor Strategy, and Telenor PMO
Yoma partner: IT, Digital
External: Regulators, Startups, payments companies
Vendors: App, website, middleware, core mobile financial services platform

Experience, Functional Skills and Knowledge Areas
Experiences: Proven experience as IT Operations Expert / Manager with over 7 years IT Operations experience
Education and qualifications: Bachelor’s Degree or Master’s in Computer Science or Technology
Functional skills and knowledge areas:
• Excellent knowledge of software and application support and maintenance
• A very technical mindset with great attention to detail
• Good knowledge of software development methodologies, tools, standards and procedures for high quality IT Support
• Familiarity with ITIL / similar framework
• Managing L1 – L3 support
• Vendor management experience
• Experience working with Amazon Web Services a bonus
• Software development experience a bonus
• Strong knowledge and sound skill in dealing with API management
• Experience with security technologies (OAuth, SAML, OIDC, etc)
• Experience working with a rapid deployment environment / ability to quickly tool up a test environment
• Experience within mobile communications and technology
• Experience with Zendesk, SolarWinds, or similar support platform
Language requirements:
• English (fluent written and spoken).
• Burmese is preferable and advantageous