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Job Purpose

The Specialist, Digital Channel Operations (Self-Care App) will be responsible for the operational support, maintenance, and performance of the digital self-care application. This role requires a good understanding of mobile application operations, agile development and UI/UX.

Key Responsibilities:

• Strong proficiency in mobile app development (iOS and Android) and backend technologies (PHP, Python, Java).
• Define the roadmap for the evolution of the company's digital channels, including new features and functionality.
• Deep understanding of DevOps principles and tools (e.g., Jenkins, Docker, Kubernetes).
• Experience with Agile methodologies (Scrum, Kanban), Project Management and Agile project management tools (e.g., Jira).
• Monitor the health, performance, and stability of the digital self-care application.
• Troubleshoot and resolve operational issues reported by users or identified through monitoring.
• Coordinate with the development team on bug fixes and application updates.
• Drive improvements to the user experience (UX) and user interface (UI) of all digital channels, based on customer feedback and best practices.
• Implement strategies to increase customer engagement, satisfaction, and loyalty across digital channels.
• Develop and manage digital channel content, ensuring it is relevant, timely, and aligned with brand guidelines.
• Translate technical requirements into system, application, and process designs identifying functional requirements and lead the product deliveries
• Develop and document detailed solutions for mobile iOS, Android, web, customer facing channels and platforms
• Lead and mentor development teams from different locations
• Take ownership of the solution and systems in end to
• Perform complex system configurations, integrations, and troubleshooting.

Education

• Bachelor’s degree in information technology, Computer Science, or related field.
• ITIL, Programming, Database, Project Management Professional (PMP Certified)

Experience

• 5+ years of experience in software development and team leadership.
• Knowledge of the full stack and a higher view of all the connecting pieces.

Key Skillsets (3 - 5 skillsets)

• Deliver Mobile app platform requirements and associated eco-system to meet current and future business requirements.
• Supporting deployment, product change and go-live activities success (this will involve regular participation in non-business hours operation).
• Ensure platform environment run smoothly with zero outage.
• Ensure performance, quality, and responsiveness of applications.
• Knowledge of other third-party libraries, APIs, web technologies and UI/UX standards.
• Collaborate with a team to define, design, and ship new features.
• Meets the milestones with a project manager/product owner view) with the expected quality of delivery. 
• Knowledge area on PHP, Python, Java, Mobile development (Android, IOS), REST APIs and usage of Docker, Kibana, Cassandra, My SQL, Redis, Postgres, Elastic Search and Cloud experience/setup is a plus