LiveOps Team Leader

Transic

You will establish and supervise real time operations, govern the tracking platform, and coach coordinators. You ensure SLA adherence, fast incident response, rigorous data logging, and continuous improvement across shifts.

Key Responsibilities

• Define LiveOps SOPs, alerts, and escalation paths; enforce platform discipline.
• Monitor trips, ETAs, exceptions, and downtimes; lead incident response and recovery.
• Ensure complete and accurate data logging; reconcile with Data/Ops teams.
• Coordinate cross functionally to remove blockers and improve customer/captain experience.
• Deliver shift, daily, and weekly performance reports with insights and actions.
• Develop the LiveOps team through coaching, feedback, and skill plans.

Key Skills

• Real time operations leadership
• Tracking platform mastery and analytics
• Rapid decision making and incident management
• Clear communication and stakeholder coordination
• Coaching and performance management
• SOP design and enforcement

Experience & Qualifications

• 3 5 years in NOC/Control Room/LiveOps within mobility/logistics
• Strong Microsoft 365 and Google Workspace proficiency
• Familiarity with telematics/GPS and BI dashboards
• Ambitious, calm under pressure, adaptable to 24/7 environments
• Excellent written and verbal communication

Tools & Technologies

• Tracking platform/telematics
• Microsoft 365, Google Workspace
• Incident management tools; collaboration platforms
• BI dashboards

KPIs (Success Measures)

• On Time Trip Start %
• Incident Response Time (mins)
• Tracking Compliance %
• Data Logging Completeness %
• SLA Breach Rate %
• Shift Report Timeliness %
• Downtime Minutes