GEDU Global Education

Position Summary :

We are seeking highly accomplished Technical Lead Support who can be the part of the GEDU IT Engineering Team at GEDU Noida. The person should preferably have worked as Technical Lead Support in any Software Product development organization and has experience in developing and delivering scalable Web/Mobile/SaaS/Cloud Products in agile methodology.

- He/she should be driven by business needs, should be a great user advocate, should have good communication skills and ability to inspire people at all levels to follow your customer intimacy.

- He/she should have led product teams of size 5-8 or more as a Support Engineer/Lead.

- The right candidate should be passionate about user experience, digital customer journey, software and technology product development, excellent communicator, comfortable with ambiguous environments, and can move fast, bring people and technology together.

- He/she should work with multiple Agile SCRUM teams as product owner.

- Responsible for co-developing the vision and strategy of the product by collaborating with Product Managers, product owners, architects, R&D leadership.

- He/she develops and communicates the strategic direction for the software teams.

- He/she collaborates with user experience team to define intuitive user experience to our users.

- He/she collaborates with R&D stakeholders to define the non-functional roadmap for the product.

Duties and Responsibilities :

- Design scalable products using best coding practices, best coding principles, and open-source software and platforms.

- Participate in development using C#, Azure PaaS services (Functions, Logic Apps, Data Factory, Service Bus, Application insights, Monitoring etc.), Dev-Ops pipelines.

- Writing code for web applications utilising modern JavaScript frameworks, coding rest APIs, and integrating apps with cloud platforms such as Azure or third-party APIs are daily occurrences.

- Participate in product assessment meetings and offer suggestions for enhancements.

- Create novel user-facing functions.

- Build reusable code and libraries for future use.

- Ensure that UI/UX designs are technically viable.

- Identify prospective issues and improvement opportunities for applications and processes, with a focus on usability, performance, and security.

- Document the development process, architecture, and component standards.

- Application deployment on AWS/Azure or comparable platforms.

- Coordinate with the product team to develop applications according to the specifications.

- Coordinate all phases of product development, beginning with the initial concept art and ending with finalisation and distribution.

- Provide architecture guidance with a strong emphasis on solution architecture, architecture artefacts, performance, scaling, and security to produce applications that are scalable, flexible, robust, and efficient.

- Lead the technical design solution conversation, select the appropriate frameworks for the business solution, and consistently implement design patterns.

- Should be able to handle the support project also.

Required Skills and Qualifications :

- Prior experience of overall responsibility for maintaining Health plan ecosystem using the health Rules suite and other participating vendor software products for the client.

- Hands on experience in C#, Azure PaaS services (Functions, Logic Apps, Data Factory, Service Bus, Application insights, Monitoring etc.), Dev-Ops pipelines.

- Working knowledge of JIRA, ServiceNow, Helpdesk and other tools is required.

- Previous experience of working on .Net, SQL Server, react.js, angular.js, No SQL,.

- Responsible for working with Gedu partners to meet SLAs

- Ensuring details are captured, escalated to the right channel to gain vendor Partner attention to meet SLAs

- Ensure relevant standards, process and regulations are upheld in addition to producing accurate and timely reporting of program status throughout its life cycle.

- Manage budgets and reporting for internal and external stakeholders.

- Ensure team is motivated and focused to meet SLAs and activities including customer communication is planned accordingly

- Assume responsibility for stabilizing the system by identifying root cause and putting in place corrective and preventive action

- Assume responsibility of optimization activities which enhance the system to scale

- Ensure Continuous Improvement initiatives are identified, implemented, and presented to customer on a monthly/ quarterly basis.

- Understand necessary regulations, certifications and audit requirements effecting the client's business, industry, and software.

- Responsible for Talent Management of the entire team in the hierarchy - development plans, top talent identification and assist in the coaching of staff towards meeting and exceeding performance expectations for quantity, quality, timeliness, and efficiency.

- Determine staffing strategy and ensure optimal and effective utilization of people.

- Comply with the organization's Code of Conduct, all regulatory and contractual requirements, organizational policies, procedures, and internal controls.

You bring :

- Prior experience of project management or software development/ maintenance, management, or similar roles.

- Ensure quality of deliverables.

- Education domain knowledge.

- Experience on multiple platforms and technologies.

- Ability to oversee multiple accounts/vendors and meet stated customer-initiated deadlines.

- Prior experience of working in cloud like Azure, AWS and GCP Prior experience of working in support projects.

- Prior experience of working with Global clients.

Nice to have Skills and Qualifications :

- Prior experience of working in a start-up culture.

- Prior experience of working in Agile Kanban, Agile SAFe and PI Planning

- Prior experience of working in Ed-Tech/E-Learning companies and higher Education domain ITIL certification and Project management certification

- Previous experience of using tools like WhiteHat/Veracode, Sonar Cloud and AppDynamics etc.

- Microservices, GitHub, Code Branching and Merging strategies, Splunk, logging, CDN, Cloud (Azure and AWS).

- Act as an escalation point of contact for application support issues; requiring the ability to handle challenging issues related to supporting various applications and systems.

- Co-ordinate and promote the effective functioning of /problem management activities across all support teams.

- Develop relationship with customer community and the internal stake holders, discussing all production support aspects with Application Development Management and customer stake holders.

- Arrange assign adjust and monitor shifts to have appropriate coverage and provide additional support to existing production support procedures.

- Provide technical support for production cycles jobs, troubleshooting issues.

- Interact with infrastructure release management change management incident management QA DBA and application development teams; amicably resolving conflicts.

- Provide regular status reports to customer and Delivery/Account manager on application status and other metrics.

- Prioritize issues raised; coordinate escalation and resolve major service issues.

- Effectively allocate resources to resolve problems/incidents based on priority.

- Define and manage scope budget schedule priorities and risk throughout the multiple projects.

- Coordinate areas of communication within the account having impact on scope budget risk and resources.

- Proactively ensure team monitors all data processing and batch jobs to ensure secure services with minimum downtime.

- Uphold the standards and best practices by adhering to them in their work as well as by implementing them in the team's work by review and monitoring.

- Provide innovative contribution within the team by coming up with ideas to automate repetitive work.

- Able to mentor support team members in such a way that they can progress on to the next level of growth.

- Conduct peer reviews and demand high quality standards from the reviewed deliverables.

- Handle resourcing requirements for support roles in the team.

- Maintain the team resource pyramid and plan for resource rotation on regular timeframe.

- Ensure overall customer satisfaction by regular touch points with team and customer stakeholders.

- Should be able to manage a team of support engineers working on multiple technologies.

- Participate and lead the activities like Coding, Design, Development, Testing on Web and Mobile using .NET stack and iOS/Android.

- Publish metrics for the support team, like : Adherence to engineering process and standards.

- Ensure that tickets/incidents are resolved by the resources in team within the allocated time frame.

- Timely publication of reports and metrics to stakeholders.

- Handling of critical escalations.

- Adhere to SLAs where applicable.

- Customer Satisfaction Score (C-SAT/NPS).