Duties and Responsibilities  

• Monitor and dispatch customer tickets assigned to the level 2 support team. Analyze the problem and isolate it to the platform or application layer. Resolve application related issues or escalate platform issues to the level 3 support ticket team (R&D).
• Follow up level 3 tickets, and assist us to analyze, reproduce the issue and test the fix.
• Provide a quick solution including a workaround to resolve customer issues in a timely manner.
• Lead and coordinate with other engineers in level 2 support team, including daily issue
• check, technical discussion, and continuously enhance knowledge base.
• Be the contact person from level 1 support team, answer technical queries, and build FAQ.
• Contribute to maintain and improve the capability of level 1 support.
• Regular analysis of customer tickets to assure the service SLAs. Improve the support
• process efficiency and bring customer feedback to other teams across the company
• Answer technical questions of a public developer forum.

Qualifications and Experience

• Bachelor’s Degree (or equivalent) in IT.
• 5 years working experience.
• Three - four years’ experience in a computing work environment.

Technical Skills

• PaaS and SaaS cloud environments.
• Software stack: google, zoho desk, slack, confluence, gitlab.
• Programming languages: Javascript, HTML/CSS, Freemarker, MongoDB, REST API.
• Basic knowledge of cloud applications security, performance issues and best practices.

Soft skills

• Good communication with global teams and customers.
• Be able to translate business needs into technical recommendations.
• Analysis complex issue.
• Team leader and Builder.
• Customer first and handling customer complaints..

Duties and Responsibilities

Global Sourcing Strategy – Development & Operationalization:

• Pioneer new Global Sourcing business relationships across Greater Africa
• Develop and support the implementation of new global sourcing strategies and initiatives for the region to create a competitive advantage for TCP
• Build and establish a merchandising/sourcing presence in the region to improve the organization’s supply chain reliability
• Draw linkages and create opportunities for greater collaboration and organizational alignment across all divisions of the global Product Quality and Sourcing/Merchandising functions
• Support the factory self-certification programs, ensuring all production regions have plans in place to shift capable factories over to certified status and achieve yearly targets for volumes shipped from certified “Low Maintenance” Suppliers
• Plan, coordinate, participate and/or support the organization with delivering large-scale events and conferences, such as regular Sourcing, and/or Vendor Summits
• Develop and deliver relevant training to internal and external stakeholders to realize/operationalize new strategies, programs, and protocol

Product Vendor Development

• Identify, engage, and cultivate new and existing vendor relationships
• Coordinate, guide, and support vendor assessments through the start-up process.
• Oversee & coordinate the vendor onboarding process

Africa Government Relations

• Represent TCP when engaging government officials and representatives in region such as:
  • US Embassy
  • In-region ministries
  • USAID
• Maintain and nurture government relations
• Manage TCP application for Aid grants

Field Quality Assurance

• Partner with the Director, Product Quality and provide local support to the Field QA teams across
• Greater Africa in achieving an overall effective execution of all quality management programs and initiatives for TCP regionally
• Support the Director, Product Quality to consolidate, review, and present Field QA data and trends to senior management while proposing recommendations for continuous improvement

Philanthropy

• Manage and oversee TCP partnerships with Child Care Development Centers (Plan International)
• Manage adherence to operational program guidelines
• Identify potential new locations

Business Analytics:

• Continuously monitor workload across all manufacturing locations regionally, particularly in conjunction with major shifts in the Company’s sourcing footprint; provide the VP, of Global
• Sourcing (International) with resource plans per region and recommendations for continuous “right-sizing” of the quality and merchandising functions
• Use relevant data to support the development of tailored factory improvement plans to elevate factory performance and thus product quality across all locations
• Work with relevant business partners in Global Sourcing and Sourcing Operations in maintaining the Vendor Scorecard process

Qualification Experience and Skills

• Diploma/Degree in a related and appropriate field (such as fashion technology or garment manufacturing)
• Minimum of ten (10) years’ progressive, increasingly responsible experience in global sourcing, product quality, QA, QC, operations, or similar
• Ability to network, build professional relationships, and influence at all levels within the organization, external partners, and service providers
• Possess a strong global sourcing, manufacturing, and product quality background specific to Greater Africa
• Comprehensive merchandising/sourcing background in both Pre-Production and Production management for apparel and non-apparel products, children’s products preferred
• Previous experience working across different countries and cultures preferred
• Excellent communication and presentation skills with a strong command of verbal and written English
• Proven knowledge of data analyses and sourcing business operational flow; exposure to Global Sourcing metrics and analytics
• Strong capability in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook)
• Demonstrated prior experience developing, communicating, and maintaining Vendor Scorecards

Key Competencies

• Drives Business Results through Communication and Collaboration
• Plans and Organizes
• Exhibits and Drives Accountability
• Builds Effective Teams