RESPONSIBILITIES:

•    To meet clients for information gathering to define the requirements for research, design, and usability testing;
•    To be involved in sketching, prototyping and on occasion user testing, before passing the design onto the development team;
•    To focus on the users for a simple, manageable, and best look designs;
•    To work closely within a multidisciplinary team, including web developers and programmers;
•    To ensure websites comply with the law and equal opportunities policies:
•    To serve as the Subject Matter Expert in technology as an advocate and evangelist;
•    To provide technical expertise around Identity architecture, set-up, maintenance, problem resolution and overall management of all platforms.
•    To develop extensive platform monitoring strategy
•    To define, develop, implement, and maintain the customer satisfaction metrics including participation in building and maintaining processes, service standards, policies, documentation, and tools
•    To be responsible for the operations of the project assigned per Service Level Agreement criteria and/or internal metrics, such as Key performance indicators, for performance, availability, and other service attributes of the project
•    To provide day-to-day management and support to the team leads and team members
•    To provide adequate staff are reporting on the operations floor and oversees manpower scheduling

QUALIFICATIONS:

•    Bachelor’s Degree in Computer Science / Information Technology, Electronics and Communications Engineering or equivalent
•    Minimum of 5 years of experience from a service-oriented industry or related field, preferably working as a team lead or supervisor
•    Knowledgeable in Microsoft Office Applications
•    Proven Management, communication,  and strong documentation skills
•    Understands qualitative research methods;
•    Understands cost and budget
•    Excellent skills in the presentation of the stages of the design development to business users;
•    Possesses technical knowledge in programming;
•    Ability to successfully manage under pressure and respond to critical or changing priorities throughout the day 
•    Experienced in account management and customer coordination
•    Possesses working knowledge of contact reviews, budget, statistical analysis, and P&L management
•    some knowledge of coding, even if you're not doing it yourself, such as an understanding of HTML, JavaScript and CSS