Role Proficiency:

Ensure on time delivery and support to meet client requirements on product/project specifications. Manage team activities and ensure readiness of the support echo system for customers.

Outcomes:

1.       Understand and analyse business and technical specifications and requirements as well as the impact to product/application/system
2.       Create innovative solutions to meet the support needs of our customers
3.       Plan and implement User Success team’s defined and evolving processes
4.       Drive all technical and functional issues towards closure
5.       Co-ordinate with product engineers for application bug and enhancement requirements
6.       Responsible for building and maintaining up-to-date product documentation/knowledge base
7.       Respond to user inquires through various communication channels including phone email chat etc. Answer questions regarding how to use the product and tool features to accomplish their specific tasks or milestones.
8.       Lead the associates and own the quality and timeliness of their work.

Measures of Outcomes:

1.       Reduce the number of calls / reports to Operational Team
2.       Zero major incidents (like blocker bugs or data-loss) reported by the Client
3.       Personal achievement of quarterly/yearly objectives (OKR Assignments)
4.       Customer process compliance
5.       Completeness of requirements traceability matrix
6.       Compliance to support playbook standards and guidelines.
7.       Adherence to timelines for project delivery
8.       Customer feedback on support provided
9.       Compliance to the industry domain standards and guideline
10. Achievement of quarterly/yearly objectives (OKR Assignments) by team

Outputs Expected:

Implementation & Support:

1. Follow product standards
   quality assurance norms and guidelines
2. Conduct peer reviews during implementation and support. Log peer review defects in the appropriate tool
3. Participate in deployment activities like reviewing all deliverables per the delivery checklist. Prepare and review deployment documents and mock testing all deliverables
4. Provide support to the Senior Product Specialist in defect analysis and resolution
5. Participate in periodic internal review meetings. Report status regularly to Leads
   Specialists and Directors
6. Provide inputs for estimation
   impact analysis in area of responsibility. Report time
   effort and status accurately

Product Delivery & Management:

1. Provide support to the product engineer
   through analysing customer feedback
   providing recommendations through interactions with the customer
2. Identifies the system improvement opportunities based on tracking product support requests or repetitive issues. Make recommendations to development and engineering on potential solutions
3. Participate in periodic internal review meetings. Report status regularly to the Product Support Specialist.
4. Manage end-to-end Production Support process; including production instances and customer specific implementations.
5. Collaborate with Delivery Managers and Leads to plan and execute transition from development phase to production support phase of various implementations.

Capability Building:

1. Prepare guidelines and checklists for the team. Create and deliver training on products and modules;

Knowledge Management:

1. Contribute towards updating knowledge assets. Conduct knowledge transfer sessions for new joiners in the team.

People Management:

1. Enable careers of team members.
2. Build positive working relationship with lead product consultants
   principal product consultants and the products and professional services functional team; customer account team
   service line teams
   and support teams.
3. A strong desire to teach and mentor junior and mid-level associates; directing growth and goals of individual team members is essential

Skill Examples:

1.           Ability to troubleshoot issues with Products Engineering and Services
2.           Excellent communicator – ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion
3.           Capable of identifying and resolving obstacles. A creative problem solver
4.           Strong communication and documentation skills.
5.           Reliable with good time management skills
6.           Excellent problem-solving skills
7.           Software Development Cycle & Techniques: Demonstrates working knowledge of SDLC process (e.g. Waterfall Agile XP) adhering to best practices.
8.           Uses knowledge base of various implementations to define best practices; proposing optimal solutions and recommendations at the enterprise level
9.           Uses Project Metrics knowledge to understand relevance of the project. Collate project metrics sharing with relevant stakeholders. Understand and apply the tools used to track metrics
10.        Collaborate with stakeholders to improve and customize reports related to production support
11.        Strong organizational and planning skills; an exceptionally good team player

Knowledge Examples:

      Knowledge in Product development cycle

1.       Experience with DevOps and CI/CD tools
2.       Knowledge in product deployment and implementation processes
3.       Domain / Industry: A working knowledge of standard business processes within the relevant industry vertical customer business domain
4.       UST and other chosen COTS Product Features / Functionality: Specialized knowledge (awareness) of functionality of a specific product
5.       Different Implementations: Demonstrates operational knowledge of 2 or more different kinds of implementations (upgrade new implementation conversion / migration enhancements maintenance interfaces testing) for a specific product
6.       Configuration Management: Demonstrates specialized knowledge of configuration items configuration management tools and processes
7.       Software Development Process Tools & Techniques: Demonstrates experience in end -to- end SDLC process (e.g. Waterfall Agile XP) programming principles tools and applying best practices.
8.       Knowledge Management Tools & Techniques: Fundamental comprehension of industry knowledge management tools (such as portals wiki) UST and customer knowledge management tools techniques (such as workshops classroom training self-study application walkthrough and reverse KT)
9.   Technical Standards Documentation & Templates: Basic knowledge of various document templates and standards (such as business blueprint design documents and test specifications)

Additional Comments:

L2 Support Exp must ,JAVA,J2EE, Scripting (Shell/Python) ,SQL knowledge,Kafka/RESTful,Microservices
4-6 yrs exp/2-4 yrs