Responsibilities:
Pre-Sales & Demonstrations
- Set up demo environments and meeting facilities to ensure customer sessions run smoothly
Requirements Discovery & Solution Design
- Align stakeholders early by sharing scope, requirements, and assumptions with the delivery team
- Partner with Sales and Pre-Sales to qualify opportunities and map customer needs to the right solution approach
- Plan customer discovery sessions, define interview topics, and assign ownership across the team
- Customer interviews to capture current workflows, pain points, system usage, and detailed requirements
- Deliver clear requirements, options, and recommendations
- Confirm final requirements and align delivery plans with internal teams and subcontractors
Project Delivery & Governance
- Own project schedules and milestones, tracking progress and risks through delivery
- Lead solution delivery and support customer acceptance through UAT and go-live
- Prepare executive-ready status updates and present progress, issues, and next steps to leadership
Incident & Problem Management
- Track incidents end to end, coordinate follow-ups, and communicate clear updates until closure
- Escalate issues at risk of breaching SLA commitments and drive corrective actions with owners
Training
- Define training goals, scope, and target audiences (customers, and internal teams)
- Develop training plans and prepare materials, environments, facilities, and tools
- Deliver training sessions, assess outcomes, and report results and follow-ups to stakeholders
- Provide ongoing technical coaching and knowledge transfer to customers and junior engineers
Troubleshooting & Escalation
- Diagnoses and define issues clearly, including scope, impact, and suspected root cause
- Assess urgency and complexity, then prioritize actions and resources accordingly
- Assign ownership, coordinate teams/vendors, and drive corrective actions through completion
- Monitor progress, verify the fix, and knowledge base document to prevent repeat incidents
Qualifications:
- Bachelor degree in Computer Engineer, Computer Sciences or any related fields
- At least 5 years experience in service & support in Solution implementation of Retail Business or any related fields
- Good command of English
- Excellent communication skill in English is a must, Strong verbal and written communications.
- Excellent presentation skill is a must & Good at creating Power Point presentation slides
- Ability to perform job under tie constraint/pressure
- Ability to work frequently in night time/holiday
