LiveOp Management Operation
Star Services
Job Summary
The LiveOp Management Operation role is the day-to-day engine of the live-operations issue loop. You will collect, log and classify issues arising from daily autonomous-delivery-vehicle operations, carry out first-level analysis, and follow each issue through to resolution with the AD, Product, Technical and Operations teams. You will keep the issue backlog accurate and up to date, chase progress on open items, verify fixes in the field, and produce the regular reporting that shows where operational problems are concentrated.
Key Responsibilities
- Collect and log operational issues on a daily basis from field teams, Smart Drivers, call centre, customer feedback, monitoring systems and incident reports.
- Classify and prioritise incoming issues according to the defined taxonomy and severity criteria; ensure every issue is recorded with complete, reproducible detail.
- Perform first-level analysis: gather logs, video, route and vehicle data, reproduce the scenario where possible, and identify preliminary cause before escalation.
- Raise well-documented issue tickets to the AD, Product and Technical teams, and follow up daily on open items.
- Track resolution status against SLA; chase overdue items and escalate blockers to the LiveOp Management Lead.
- Verify fixes in the live environment and confirm closure with the reporting party; monitor for recurrence.
- Maintain the accuracy and completeness of the issue backlog and supporting documentation.
- Produce daily and weekly issue reports covering volume, category distribution, ageing and resolution status.
- Support root-cause reviews of major or repeat incidents and contribute to improvement proposals.
- Work closely with field operations and the call centre to close the feedback loop with front-line staff and clients.
Requirements
- Bachelor's degree or diploma in Engineering, Computer Science, Operations, Logistics or related disciplines.
- Experience in operations support, technical support, product operations, QA or a similar issue-handling role.
- Experience in autonomous driving, smart mobility, logistics, last-mile delivery or technology platforms is a plus.
- Strong attention to detail; able to document issues clearly and completely so engineering teams can act on them.
- Comfortable working with data - logs, dashboards, spreadsheets - to support analysis.
- Proactive follow-up habit; persistent in chasing open items to closure.
- Good communication skills across field, technical and client-facing teams.
- Business-level English required; Chinese (Mandarin) is a strong plus for working with the AD and Product teams in China; Arabic is a plus.
- Proficiency in MS Office; familiarity with ticketing or data-analysis tools (e.g. Jira, Excel) is preferred.
- Willing to work shift patterns or provide on-call support in line with live-operation coverage requirements.
- Valid UAE driving licence preferred; able to attend field sites as required.
Key Performance Indicators
- Issue logging accuracy and completeness
- Response and follow-up timeliness on assigned issues
- On-time closure rate against SLA
- Quality and punctuality of routine issue reporting
Benefits
Competitive base salary + performance bonus + company benefits package according to company policy
Vacancy posted 23 days ago
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