Job Description

5 - 7 Years
1 Opening
Kochi, Trivandrum

Role description

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:



Understand and analyse business and technical specifications and requirements as well as the impact to product/application/system

Create innovative solutions to meet the support needs of our customers

Plan and implement User Success team's defined and evolving processes

Drive all technical and functional issues towards closure

Co-ordinate with product engineers for application bug and enhancement requirements

Responsible for building and maintaining up-to-date product documentation/knowledge base

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.

Lead the associates and own the quality and timeliness of their work.


Measures of Outcomes:



Reduce the number of calls / reports to Operational Team

Zero major incidents (like blocker bugs or data-loss) reported by the Client

Personal achievement of quarterly/yearly objectives (OKR Assignments)

Customer process compliance

Completeness of requirements traceability matrix

Compliance to support playbook standards and guidelines.

Adherence to timelines for project delivery

Customer feedback on support provided

Compliance to the industry domain standards and guideline

Achievement of quarterly/yearly objectives (OKR Assignments) by team


Outputs Expected:



Implementation & Support:



Follow product standards
quality assurance norms and guidelines


Conduct peer reviews during implementation and support. Log peer review defects in the appropriate tool

Participate in deployment activities like reviewing all deliverables per the delivery checklist. Prepare and review deployment documents and mock testing all deliverables

Provide support to the Senior Product Specialist in defect analysis and resolution

Participate in periodic internal review meetings. Report status regularly to Leads
Specialists and Directors


Provide inputs for estimation
impact analysis in area of responsibility. Report time

effort and status accurately




Product Delivery & Management:



Provide support to the product engineer
through analysing customer feedback

providing recommendations through interactions with the customer
Identifies the system improvement opportunities based on tracking product support requests or repetitive issues. Make recommendations to development and engineering on potential solutions

Participate in periodic internal review meetings. Report status regularly to the Product Support Specialist.

Manage end-to-end Production Support process; including production instances and customer specific implementations.

Collaborate with Delivery Managers and Leads to plan and execute transition from development phase to production support phase of various implementations.



Capability Building:



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



Knowledge Management:



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



People Management:



Enable careers of team members.

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.


A strong desire to teach and mentor junior and mid-level associates; directing growth and goals of individual team members is essential


Skill Examples:



Ability to troubleshoot issues with Products Engineering and Services

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

Capable of identifying and resolving obstacles. A creative problem solver

Strong communication and documentation skills.

Reliable with good time management skills

Excellent problem-solving skills

Software Development Cycle & Techniques: Demonstrates working knowledge of SDLC process (e.g. Waterfall Agile XP) adhering to best practices.

Uses knowledge base of various implementations to define best practices; proposing optimal solutions and recommendations at the enterprise level

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

Collaborate with stakeholders to improve and customize reports related to production support

Strong organizational and planning skills; an exceptionally good team player


Knowledge Examples:


Knowledge in Product development cycle
+ Experience with DevOps and CI/CD tools

+ Knowledge in product deployment and implementation processes

+ Domain / Industry: A working knowledge of standard business processes within the relevant industry vertical customer business domain

+ UST and other chosen COTS Product Features / Functionality: Specialized knowledge (awareness) of functionality of a specific product

+ 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

+ Configuration Management: Demonstrates specialized knowledge of configuration items configuration management tools and processes

+ 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.

+ 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)

+ Technical Standards Documentation & Templates: Basic knowledge of various document templates and standards (such as business blueprint design documents and test specifications)

Additional Comments:

Role Proficiency: Develops applications and selects appropriate technical options. Optimizes application development maintenance and performance by employing design patterns and by reusing proven solutions. Independently account for others' developmental activities and assists Lead I - Product Engineering Outcomes: Understand product requirements and user stories from customer discovery process Create high/low level design document and maintain necessary artefacts Ensure requirements coverage of complex features with unit test cases Ensure appropriate technical options for development are selected such as reusing improving or reconfiguration of existing components or create own solutions Troubleshooting development and production problems across multiple environments and operating platforms. Provide technical guidance to the team to resolve challenging programming and design problems Create effort estimation and ETA for the deliverables ensure adherence to timelines/SLAs wherever applicable Ensure code coverage and code quality by active participation in architecture / code reviews Ensure adherence to the best practices and standards with provision of periodic status updates Execute test cases and prepare release document in line with the requirements Ensure career progression for Associate Product Engineers via focused mentoring and grooming Ensure career progression for Associate Product Engineers & Product Engineers I via focused mentoring and grooming Optimises efficiency cost and quality Influence and improve customer satisfaction Influence and improve employee engagement within the project teams Set OKRs for self/team and also provide feedback to these goals of team members Measures of Outcomes: Adherence to engineering process and standards (coding standards) Adherence to project schedule / timelines Number of technical issues uncovered during the execution of the project Number of defects in the code Number of defects post delivery Number of non-compliance issues Number of reusable components/libs developed Adherence to mandatory domain certification/ product certifications Personal achievement of quarterly/yearly objectives (OKR Assignments HIG Stretch goals) Outputs Expected: Product Requirements: Understand the functional/ non functional requirements gathered from the stakeholders (Architect Product Manager Product Lead Client) for enhancement. Participate in cross functional meetings to review Product Marketing user stories and Functional Requirements and create clarification list to resolve ambiguities; Conduct feasibility study to understand the impact of user stories on the existing product; Provide inputs to the development lead on estimation Understand new / complex product requirements (functional and non functional) ; Create a low level design document (which captures class level diagram and attributes mapped to the class and sequence diagram) based on the understanding of high level design; 6. Seek review inputs from the Architect and incorporate the same Product Design and Development: Develop/Support scripts (like Powershell scripts) that automate configuration/build/deployment tasks Onboard and extend existing tools to product dev/support teams Deliver components that automates parts of the build/deploy lifecycle for products Configure a CI/CD pipeline that can be used by application development/support teams Create POCs to identify the feasibility of new technologies/ products and share the findings with the architecture team for new products Provide technical inputs for product research design analysis testing process improvement and complex troubleshooting for critical and large projects; Create high level software design (HLSD) documents under the guidance of Architects Provide technical expertise to resolve challenging programming and design problems Participate in architecture / code reviews and eliminate implementation problems early in development cycle Create and low level design document for product enhancement Seek review inputs from the product specialist Build code as per the design document Support the client in user acceptance testing if required Product Testing: Review Test Cases and Test Plan; Conduct Integration testing and resolve defects/bugs Product Training and Documentation: Provide inputs to technical publications and review documentation of key features as required. Product Sign Offs: Resolve existing issues Gather users' feedback from the client and identify ways to enhance the usability Project Management: Provide inputs on the status of the module development to the development lead. People Management: Mentor Software Engineers and conduct one on one sessions to coach team members; Enable high performance for team members using FAST G&F Skill Examples: Uses Domain / Industry Knowledge to ind

Skills

Production Support,Production Engineering,Production Environment

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact--touching billions of lives in the process.