Technical Operations Specialist

DOES THE IDEA OF REVOLUTIONIZING RURAL HEALTHCARE DELIVERY EXCITE YOU?

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

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 170+ staff members from 30+ 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 3 brands represented in our ecosystem:

With ALX, we are building the fastest-growing pool of technology talent in the world, training young talent across Software Engineering, Cloud Computing, Data Science and Salesforce. We are shaping the next generation of software engineers in over 60 countries.

Through our talent agent, The Room, we are creating a community (43+ countries represented to date) for the World’s top tech talent sparking 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 providing 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

Technical Systems Management:

Oversee all technical systems implemented at health posts, ensuring their proper functioning at all times.

Develop processes to streamline technical troubleshooting for the Digital Health officers.

Collaborate with the Blue Room address technical issues promptly and optimize system performance.

Rigorous User Testing to Elevate User Experience:

Conduct comprehensive user testing for the technical systems implemented at health posts to gather valuable feedback and enhance the overall user experience.

Lead quality assurance for technical systems to be implemented at health posts.

Technical Partner Management:

Manage relationships with multiple technical partners, showcasing a strategic approach to effective communication and collaboration.

Define, negotiate, and maintain high-level Service Level Agreements (SLAs) with technical partners, establishing clear expectations for performance, support, and issue resolution.

Performance Measurement and Optimization:

Establish and measure metrics and key performance indicators (KPIs) for the Blue room to optimize the performance of all technical infrastructure at the health posts and the Blue room support function.

Drive continuous improvement initiatives based on thorough analysis of performance data, ensuring systems operate at peak efficiency.

Technical Systems Development for Customer Success:

Collaborate closely with the development team to design and implement cutting-edge technical systems that robustly support customer success processes.

Proactively identify opportunities for automation and efficiency improvements within customer support workflows, fostering innovation in technical solutions.

Training and Support for Digital Health Officers:

Lead the extension of advanced training programs to Digital Health Officers, ensuring comprehensive understanding of the operation and maintenance of technical systems at health posts.

Provide ongoing mentorship and support to ensure Digital Health Officers are adept at utilizing technical systems effectively, contributing to the overall success of health intelligence operations.

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 partnerships and collaborations with external technical entities.

Proven track record in measuring and optimizing the performance of technical infrastructure.

Familiarity with customer success processes and strategies.