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.

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
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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.

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
•