Solution Implementation and Support Lead Mauritius

Smart Applications International Limited

Job Location:

Port Louis - Mauritius

Monthly Salary: Not Disclosed

Experience Required: 4-5years

Posted on: 17 hours ago

Vacancies: 1 Vacancy

Job Summary

Smart Applications International is a leading ISO-certified ICT solutions provider delivering a wide range of world-class technological solutions. Fondly known as Smart within the healthcare industry the company was founded to provide innovative secure and high-tech solutions across Africa the Islands and beyond. Smart Applications stay ahead through constant research and innovation.

TITLE: Solution Implementation and Support Lead

REPORTS TO: Hospital Operations Manager/Lead or CM

DEPARTMENT: Hospital Operations

BASED AT: Port Luis Mauritius

Job Purpose

To lead operations and ensure support operations run smoothly in order to facilitate system availability everywhere anytime in order to exceed Smart stakeholders expectations achieve CX objectives and increase profitability.

Responsibilities & Duties

1. Develop and periodically update training curricula for all Smart systems

2. Co-ordinate and carryout periodical departmental technical training for officers within the department

3. Develop and periodically update technical support guidelines booklet for use by officers

4. Provide technical assistance to officers on escalated challenges

5. Develop a database for all technical issues within CSS systems and operations

6. Carryout testing for newly developed systems and versions and confirm operability before rollout.

7. Identify knowledge gaps and propose appropriate training programs towards addressing the same.

8. Act as liaison with the technology function on technical matters

9. Collect collate and submit Smart systems change requirements to the development/ projects team

10. To develop user guides for the Smart service provider systems and technical operations.

11. Spearhead initiatives targeted towards achieving innovativeness to improve operational efficiency.

12. Provider required technical support for field officers

13. Organize meetings to review Smart system performance across all healthcare providers

14. To consolidate and periodically report on feedback on Smart system acceptance improvements and any challenges with Smart solutions at the installed sites.

15. To handle customer inquiries in line with the agreed service level standards and Smart brand values.

16. To fully support development implementation of solutions.

17. Consolidate and periodically maintain updated information on provider details as defined for Smart system operation.

18. Clearly communicate any technical change and new development for all systems and operations within CSS department.

19. Responsible for NPS and CSAT.

20. Build strong relationships with partners and customers.

21. Ensure operation excellence and excellence in reporting.

22. Adopt a Kaizen approach to operations.

23. Responsible for support and customer and partner issue resolutions.

24. Perform other support duties as may be assigned by supervisor.

Requirements

Required Qualifications

1. Bachelors degree with over 3 years preferably in an ICT related field ideally working experience in Hospital Operations.

2. Having worked in Customer service/support is an added advantage.

3. Excellent working knowledge of computer systems security network and systems administration databases and data storage systems.

4. Strong critical thinking and decision-making skills.

Required Skills

1. Effective communication skills both oral and written
2. A good understanding of all Smart systems and processes.
3. Must have sound technical soft and professional skills
4. Integrity and ethical
5. Proactive and can work under minimal supervision
6. Good time keeping

Attitudes and Behavior

The Operations Lead has a high impact to Smart service. The officer should be a champion whose enthusiasm dedication passion and conviction to Smart and Smarts solutions should be an example to both customers and other Smart officers.

Other required characteristics that the officer must possess and demonstrate:-

1. Professionalism honesty and ethical service above board

2. Confidence and high self esteem

3. Analytical and inquisitive with excellent attention to detail

4. Self-Drive and work with speed Reliable flexible and cooperative

Smart Applications International Limited is committed to ensuring the security and protection of the personal information that we process and to providing a compliant and consistent approach to data protection as per the Mauritius data protection law of 2022.

By providing us with your data you hereby agree to Smarts collection use and disclosure of your personal information in accordance with its Privacy Policy available at