Senior Solution Lead – Customer and Commercial
Role Introduction
Reports to: Head of IT Solutions – Customer and Commercial
Join Cathay as a Senior Solution Lead in our Customer and Commercial Solution Centre. You will be the one to manage advanced IT systems that streamline customer platform for our people and enhance experience for our customers across our global network.
Thrive in a dynamic and agile environment that embraces AI and cutting-edge technologies. Our culture fosters teamwork and progressive thinking, while our internal mobility program offers diverse career opportunities.
Leverage your expertise to lead technical delivery in the Customer and Commercial Solution Centre, ensuring we deliver on our brand promise and drive organizational success together with our wide-reaching Customer and Commercial teams around the world.
Key Responsibilities
- Understand, capture and communicate business direction, challenges and requirements
- Co-create the product roadmap with the business and provide pre-project consulting to the business
- Cross-team collaboration with the developers, analyst and architects to architect and develop the best technical design. Conceptualise and propose solution approaches based on the latest technology
- Generates ideas and develop new approaches to improve overall system design and/or streamline delivery of product/system
- Carry out level 2 and level 3 incident support for in-production systems and manage end user expectations
- Manage the day-to-day activities of the software development team and external 3rd parties as required
- Proactively ensure that the team members are provided with the necessary organizational insight to make effective decision
- Accountable for making timely risk mitigation decision and mobilising resources for projects by considering operational and financial metrics
- Be directly involved in implement solutions in the development team
- Manage and coach Solution Lead and Solution Analyst on any aspect of their role
Requirements
- Degree qualification in Information Technology related discipline, Masters preferred
- 10+ years of related IT experience with hands-on solution delivery experience in large scale projects
- Proven extensive client facing experience with successful relationship management
- Professional, passionate, innovative, self-motivated and able to present solutions to diverse groups of stakeholders
- Excellent analytical, problem-solving, and decision-making skills, leveraging both logic and creativity
- Proven troubleshooting skills; ability to identify patterns and generate ideas
- Experienced in driving technical innovation
- Experience with utilization of outsourced and/or globally distributed resources
- Experience in the IT solutions for Contact Centre
- Airline or travel industry knowledge is highly beneficial
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
