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Senior Service Operations Specialist
Mandatory
This Job has Expired
Posted: By:Hiring Kenya
Company Details
Name:CloudFactory
Industry:
Information Technology and Services
Website:
https://www.cloudfactory.com/
Description:
CloudFactory is changing the way the world works by providing an on-demand, digital workforce for scaling critical business processes in the cloud. We’re also on a mission to create meaningful work for as many people as possible.
Job Description
Strategic Responsibilities
- Operational Performance and Planning
- Operate with general direction, independently planning and prioritizing day-to-day activities.
- Oversee operational performance for assigned workstreams, maintaining visibility into key metrics and emerging risks.
- Analyze capacity and workload trends, identifying gaps and informing adjustments that support delivery stability and improvement.
- Communicate insights, trends, risks, and recommendations to stakeholders to support sound decision-making.
Problem Solving and Issue Management
- Use structured problem-solving frameworks to address operational challenges and determine the appropriate level of escalation.
- Participate in incident coordination by gathering information, supporting root-cause analysis, and recommending follow-up improvements.
Process Improvement and Workflow Enhancement
- Contribute to process redesign initiatives that strengthen efficiency, predictability, and data accuracy.
- Support implementation of updated workflows and help embed improved operational practices across workstreams.
Knowledge Sharing and Documentation
- Facilitate knowledge sharing within and across workstreams by contributing to documentation, playbooks, and best-practice material.
- Help maintain process accuracy and consistency by ensuring updates are captured and communicated.
Team Contribution and Peer Guidance
- Provide guidance and informal coaching to less experienced colleagues to build capability and support consistency.
- Contribute to a collaborative, high-performing team environment by sharing insights, supporting discussions, and modelling strong operational habits.
- Uphold corporate policies, InfoSec requirements, and organizational values in all aspects of work.
Requirements
- Bachelor’s degree or equivalent experience in a relevant field.
- Experience in service delivery or operations roles is an advantage.
- Strong analytical, planning, and organizational skills.
- Ability to communicate clearly and build strong working relationships.
- Comfortable working across varied tasks in a dynamic environment.
Salary: KES Not specified
Otherpay: Benefits
Education: Diploma
Employment Type: Full Time
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