OP4C Operational Excellence and Incident Support

Operational Excellence & Process Improvement

• Evaluate and document recurring challenges across support operations.

• Collaborate with team members to gather best practices and improvement ideas.

• Consolidate initiatives and create a global, actionable improvement plan (e.g., process changes with GCSI, PM management, Confluence documentation updates).

• Identify and recommend simplification strategies to streamline processes (e.g., shift-left strategies, MTTR reduction, elimination of duplicate activities).

• Explore and assess opportunities for automation, generative AI integration, and data-driven decision-making.

• Develop and document use cases such as:

• Mass analysis of incident backlogs using Power BI dashboards and advanced analytics.

• AI-assisted classification of incidents.

• AI support tools for operators on specific platforms.

• Apply data analytics techniques to uncover trends, root causes, and improvement opportunities.

• Design and maintain Power BI reports to monitor operational KPIs and visualize performance insights.

• Propose and track the improvements implemented by defined KPIs.

Incident Management Support

• Provide technical support related to product features.

• Collaborate with product management to identify and resolve feature-related issues.

• Maintain and update documentation for product features and troubleshooting.

• Escalate complex issues to appropriate teams when necessary.

• Train and support other team members on product features.

• Monitor and analyze customer feedback to drive feature improvements.

• Partner with cross-functional teams to enhance the overall customer experience.

• Leverage Power BI to analyze incident trends and customer feedback, supporting proactive issue resolution and feature enhancement.