Technical Operations Specialist

DOES THE IDEA OF REVOLUTIONIZING RURAL HEALTHCARE DELIVERY EXCITE YOU?

Well then, this might just be the job for you!

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ABOUT US

Africa has an untapped talent pool that is increasing exponentially, with a projected workforce that will exceed India and China by 2035. Fuelled by this, our mission is to create work opportunities for millions of Africa’s youth and solve the world’s shortage of technology talent. 

Our company SAND has 450+ staff members from 48+ countries with plans to acquire several companies around the world to become a multi-billion dollar global technology services provider that employs over 100K employees across the globe.

We have 2 brands represented in our ecosystem:

• With ALX, we're cultivating the fastest-growing pool of technology talent globally, training aspiring professionals in software engineering, cloud computing, data science, and Salesforce across over 60 countries. ALX fosters a vibrant community for top tech talent, igniting transformative careers by connecting top technology talent with extraordinary opportunities for impact.
• Through Sand Technologies we support enterprises and scale-ups around the world to develop world class technology products, build great technology teams, generate more revenue, and deliver outstanding customer experience. Our clients include one of the largest cloud computing providers in the world as well as Bestseller A/S (Denmark), Create Prime (New Zealand), Stanbic Bank (Kenya), and Tamara (Dubai). 

With varying levels of expertise in software development, data, cloud, machine learning, artificial intelligence, UX design, web development, etc, we provide unparalleled opportunities to technology talent worldwide while reshaping industries, disrupting traditional business models, and creating new opportunities for innovation and growth.

We do hard things!

ABOUT RHOS

The Rural Health Operating System (RHOS) is a Sand Technologies project that is reimagining rural healthcare delivery across Africa. RHOS seamlessly integrates technology, people, and processes to gather high-quality data from rural health posts, empowering healthcare leaders with real-time data for informed decision-making. This data is managed at our Health Intelligence Center, known as the Blueroom, which is also where the RHOS team provides tech and operational support to health posts to facilitate their delivery of high quality cost-effective care to rural populations. 

ABOUT THE ROLE

In this pivotal role, you will play a crucial part in the success of the Blue Room and the RHOS project as a whole by optimizing the performance of all technical systems both at the health posts, and in the health intelligence center. Your strategic contributions will be instrumental in advancing the widespread adoption of technical solutions, thereby driving innovation and efficiency in rural healthcare.

RESPONSIBILITIES 

1. Technical Systems Oversight & Management:

   • Oversee and ensure the seamless functioning of all technical systems at health posts.
   • Develop and refine processes for efficient technical troubleshooting, streamlining Blue Room technical support
   • Create and enforce Standard Operating Procedures (SOPs) to address technical issues promptly and optimize overall system performance.
   • Serve as the point of escalation for complex technical challenges, providing strategic guidance for resolution.

2. Technical Partner Management:

   • Cultivate and manage strategic relationships with technical partners, ensuring effective communication and collaboration to support health post operations.
   • Define, negotiate, and uphold high-level Service Level Agreements (SLAs) with technical partners, ensuring clear expectations for system performance, support, and timely issue resolution.
   • Coordinate with cross-functional teams and partners to ensure alignment on system requirements and priorities.

3. Performance Measurement & Continuous Improvement:

   • Establish key performance indicators (KPIs) and metrics to monitor and improve the performance of technical infrastructure and support systems.
   • Drive continuous improvement initiatives by analyzing performance data and implementing strategies to enhance system efficiency and reliability.
   • Implement proactive monitoring and diagnostic tools to anticipate and prevent system failures.

4. Technical Systems Development for Customer Success:

   • Work closely with the development team to design and implement innovative technical solutions that support customer success initiatives.
   • Identify opportunities for automation and process improvements, streamlining workflows within customer support functions to foster operational excellence.

5. Develop processes for User Testing & Quality Assurance:

   • Lead the development of processes for user testing of technical systems to gather actionable insights and improve the overall user experience.
   • Manage and oversee the quality assurance process for all systems deployed at health posts, ensuring reliability and usability.

6. Training & Mentorship:

   • Lead the design and delivery of advanced training programs for Digital Health Officers, ensuring they have the skills to maintain and operate systems effectively.
   • Provide ongoing mentorship and leadership to ensure team members are proficient in using technical systems and are empowered to resolve issues independently.
   • Develop knowledge-sharing frameworks to foster continuous learning within the team.

Qualifications (Additional):

• Atleast 5 years of previous experience in managing and implementing technical systems.
• Strong project management skills with the ability to handle multiple tasks and priorities.
• Experience in managing relationships with external technical partners and negotiating SLAs
• Proven track record in measuring and optimizing the performance of technical infrastructure.
• Familiarity with customer success processes and strategies.