Changing how we live today
to help secure our future.
Join us at Gentari to be part of this exciting, purposeful journey towards a cleaner energy future.
Gentarians are passionate about sustainability - our purpose is to solve the world's most pressing sustainable energy needs. Here at Gentari, we move differently. Teams seek out opportunities to work with one another to achieve shared goals and we trust our people with the freedom and autonomy in ways of working to spur innovative thinking and creativity. We aim to keep good people at the heart of what we do by ensuring that our people feel empowered to chart career paths alongside personal growth. Beyond the promise of an open and flexible work environment, we hope to make Gentari feel like a second home, a place where everyone is valued, and differences are celebrated.
Together, let's help put clean energy into action.
This role is responsible for the end-to-end management of the Charge Point Management System (CPMS) and its integration with the EV Roaming Hub. This role serves as the primary interface between Gentari's Digital Operations team and external CPMS vendors, ensuring the platform remains stable, reliable, and continuously improving. The individual is accountable for maintaining platform uptime, driving incident resolution, and collaborating with vendors to deliver new features and capabilities that support Gentari's EV transaction growth and Charge Attempt Success Rate (CASR) targets.
Responsibilities
Platform Operations & Monitoring
- Conduct daily health checks on the CPMS platform, proactively identifying and escalating anomalies that could impact Charge Attempt Success Rate (CASR) before they breach targets.
- Lead the end-to-end resolution of P1/P2 incidents attributed to CPMS or Hub, including triage, vendor escalation, fix coordination, and post-incident review documentation.
- Maintain a live fault tracker for all CPMS/Hub-attributed charge point faults, ensuring resolution within SLA and escalating breaches with root cause analysis within 24 hours.
- Monitor transaction error rates monthly, investigate CPMS-side drop-off causes, and validate fixes through test transactions before marking issues as resolved.
- Coordinate and communicate vendor maintenance windows to internal stakeholders in advance to minimise operational disruption.
Vendor Governance & Relationship Management
- Maintain a monthly vendor performance scorecard tracking adherence to contracted SLAs, formally escalating recurring breaches and documenting resolutions.
- Conduct and lead quarterly vendor review meetings, presenting performance data, outstanding issues, and roadmap priorities.
- Manage the CPMS feature and enhancement backlog, formally submitting, tracking, and prioritising vendor feature requests in alignment with operational needs.
- Ensure all vendor-caused outages are formally logged with associated downtime, business impact, and corrective action plans.
Feature Development & Roadmap Delivery
- Work collaboratively with vendors to define, scope, and deliver CPMS feature enhancements based on operational priorities and business requirements.
- Track and report on feature delivery against agreed roadmaps on a quarterly basis, highlighting delays and risks to the Head of Digital Operations.
- Conduct user acceptance testing (UAT) on new CPMS features and ensure sign-off before deployment to production.
Cross-Functional Collaboration & Reporting
- Provide regular operational status reports to the Head of Digital Operations covering CASR, incident trends, fault resolution rates, and vendor performance.
- Collaborate with the Data Platform Lead to ensure CPMS operational data is accurately captured and reflected in dashboards for decision-making.
- Work with the EV Roaming Hub Lead to investigate and resolve transaction failures that span both CPMS and roaming hub systems.
- Represent Digital Operations in cross-functional meetings involving CPMS-related topics, such as customer escalations, audit reviews, or product planning sessions.
HSE, Compliance & Team Responsibilities
- Adhere to all HSE policies and procedures, maintaining zero incidents and fulfilling mandatory UAUC reporting obligations.
- Manage personal work-related travel efficiently, targeting budget reductions in line with organisational travel cost optimisation goals.
- Complete a minimum of two relevant upskilling activities per year in areas such as EV charging protocols, OCPP/OCPI standards, or vendor management.
Requirements
- Bachelor's degree in Business, Engineering, Computer Science, Information Technology, or a related field.
- Minimum 3–5 years of experience in technical operations, platform management, or systems integration.
- Proven track record managing third‑party technology vendors and SLA‑driven contracts
- Strong domain exposure to EV charging ecosystems, with experience in energy, utilities, or EV sectors preferred
- Solid understanding of EV charging protocols (notably OCPP) and Charge Point Management Systems (CPMS) architecture
- Hands-on experience with monitoring and observability tools (e.g., Datadog, Grafana) and incident management platforms (e.g., Jira, ServiceNow)
- Ability to diagnose issues through system logs, APIs, and technical documentation, supported by structured reporting via Excel.
- Structured, proactive problem solver with strong ownership mindset, particularly during critical incidents
- Effective vendor communicator and negotiator, capable of holding partners accountable on performance and SLAs
- Detail-oriented operator with strong documentation discipline across incidents, resolutions, and compliance metrics
- Added advantage: exposure to OCPI/EV roaming, charging infrastructure operations, agile delivery, and basic networking concepts.
For talent pipelining purpose, due to the heavy traffic of CVs, only qualified candidates will be notified.
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