Job description for Service Automation Unit Head at PT Alto Network
Role Purpose
Lead Service Automation Team to deliver Automation solutions and Process Improvement. It is to ensure the scalability of the operations team and better quality of operational activities.
Job Description
1. Ensure team members have individual performance plans aligned with organizational objectives and operational targets.
2. Monitor team performance and conduct regular appraisals, mentoring, and coaching to support professional development.
3. Manage training and development programs to enhance team capabilities in service automation, process improvement, and problem management.
4. Ensure team members understand internal and external customer needs and consistently deliver expected outcomes.
5. Regularly analyze operational performance and identify opportunities for process improvement and automation initiatives.
6. Monitor improvement initiatives and report progress, outcomes, and business impact to Management.
7. Monitor and ensure the quality, timeliness, and completeness of team deliverables.
8. Monitor and report progress toward the achievement of departmental plans, objectives, and strategic initiatives.
9. Prepare periodic reports related to automation initiatives, process improvements, operational achievements, and key performance indicators.
10. Develop and maintain collaborative relationships with cross-functional teams to support operational excellence and service quality.
11. Establish and maintain active and constructive relationships within the team and across divisions.
12. Ensure audit findings, operational risks, and compliance requirements are properly addressed and fulfilled.
13. Ensure staff are informed, trained, and compliant with corporate governance policies, operational procedures, and regulatory requirements.
Knowledge
1. Switching Operation Process
2. Project Management
3. Research & Benchmarking (Internal / External)
4. Process Re-engineering
5. Basic Data Security
6. Online Transaction
7. Switching Application Knowledge
8. Monitoring Application Knowledge
9. Reporting Application Knowledge
10. UI/UX Principles
11. General IT Knowledge
12. Business Process Knowledge
13. Process Improvement Methodology
14. IT QA Methodology
15. System Development Life Cycle (SDLC)
16. Reporting & Data Visualization
17. ITIL V4 Framework
18. Data Analytics
19. Customer Behavior Analysis
20. AI Implementation & Utilization
Non-Technical
1. Time Management
2. Analytical Thinking
3. Communication Skills
4. Motivational Skills
5. Decision Making
6. Leadership
7. Critical Thinking
Technical
1. Python / R / Machine Learning
2. Project Management Tools
3. Reporting & Dashboard Development
4. Backlog Management
5. Presentation Skills
6. Ticketing System
7. Monitoring Tools
8. Python / R / Machine Learning
9. Business Requirement Document (BRD)
10. User Acceptance Testing (UAT)
11. Process Flow Diagram Design
12. ALTO Product Flow
