Customer service role providing video conference support for digital certificate issuance. Engaging with clients to validate digital identities professionally and accurately.
About the role
- Operational Manager managing the Semarchy Platform, ensuring its robustness and scalability for Dentsu. Collaborating globally on various operational responsibilities and mentoring team members.
Responsibilities
- Ensure Semarchy is a robust and scalable solution by implementing best practice Microsoft Azure services.
- Work with DevOps to ensure best practice for platform management
- Ensure all Semarchy environments are managed and in sync (dev, test, prod, pre-prod, etc.)
- Ensure a robust backup strategy for Semarchy applications and databases.
- Have a reliable release management process for Semarchy applications meeting JSOX requirements.
- Ensure quarterly and yearly platform upgrades are executed effectively in conjunction with proactive management of stakeholders and Dentsu environment teams.
- For BAU Semarchy applications, manage incoming change requests and incidents.
- Ensure communication with BAU stakeholders is proactive.
- Ensure communications wit MDM Domain Leads is proactive.
- Liaise with Dentsu Service Management team to manage support tickets and their effective resolution.
- User management process for adding, removing, and amending privileges.
- Ensure user management process is compliant with JSOX requirements.
- Metrics reporting through Power BI for non-functional elements (e.g. platform reliability, uptime, user usage, resource performance, etc.)
- Work remotely with globally distributed colleagues and clients with the associated schedule flexibility required due to multiple time zones.
- Contribute to the development of dentsu’s reusable assets, frameworks and best practices.
- Mentor team members
Requirements
- Bachelor’s Degree or equivalent experience is required.
- 5+ years of technology implementation experience in the field of enterprise data management including, data integration, data transformation, system integration, and data analytics.
- 5+ years’ experience of service management
- 5+ years’ experience working with various methodologies including Agile.
- Knowledge of release management processes.
- Knowledge of master data management and enterprise data management concepts
- Hands on experience with relational design concepts [e.g., table design, table relationships, primary and foreign key designations].
- Knowledge of cloud services.
- Knowledge of DevOps technologies and functions
- Experience with user acceptance testing
- SQL skills
- Strong customer service orientation; consistently meet internal and external client commitments; demonstrated desire to exceed expectations
- Strong client management skills; manage through challenging situations resulting in positive outcomes for Clients and Merkle
- Effective communication skills: ability to simplify and structure complex concepts to streamline interactions and highlight key points
- Effective presentation skills
- Demonstrated critical thinking, problem solving, planning and organizational skills
- Ability to adapt to various conditions and situations; ability to tolerate stressful situations and remain focused under pressure
- Ability to thrive in a complex environment consisting of geographically dispersed and highly matrixed teams
- Ability to interact with senior level resources effectively and confidently, both internally and with the stakeholders to ensure desired outcomes.
- Willingness to travel when necessary - up to 25%
Benefits
- Professional development opportunities
- Flexible working hours
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Assist in the validation and issuance of digital certificates through video conferencing for a technology company. No prior experience needed, perfect for a first job.
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