Aptly Technology

2 months ago

HyderabadBangalore, India Aptly Tech Full time

Role Purpose :

- A Partner TA (PTA) is a service delivery focused subject matter expert.

- They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance.

- They provide in-depth technical & subject matter expertise for one or more services or scenarios.

- Their primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical & SME mentorship, readiness and escalation management .

- They are expected to contribute to technical expertise and issue resolution globally.

Core responsibilities of a PTA :

- Provide technical & SME coaching for Delivery Partner (DP) Engineers/Advocates

- Raise and share opportunities from Voice of the Customer

- Partner with the SDM and CSS Training teams (CSS L&D and WWL) to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.

- Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced "time to." measures)

- Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar - varies by SBU)

- Readiness Content (identify need for and create content; contribute to readiness efforts where you are the SME)

- Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)

- Participate in Product Group Triages (coordinated with Engineer TAs and Service TAs)

- Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.

- Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM, Service TA, PG)

- Release Management and Deployment for DP (ensure it happens, don't own directly)

- Focus on the quality of engagement, working with the DP Quality team MR: What is that?

- As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.

- Provide Frontline Technical or Sales Operations Oversight to DP

- Participate in DP weekly business reviews

- Land 'Time to Competency' for DP Resources MR: This is a Indicator of success.

- Participate in Technical & SME Interviews for New PTA Hires MR: Guess this is occasional and not a responsibility as such

- Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise) MR: Guess this is occasional and not a responsibility as such

Technical part of Power BI :

- BI experience like ETL, Data warehousing management, Data Mining, Report Designer, or developer

- Heterogeneous Database Management Systems like Oracle, MySQL, SAP etc., Power BI

- Programming language such as DAX, MDX, SQL

- Conceptual knowledge of Azure/AWS cloud architecture or any Cloud SaaS experience

- Computer Science or Engineering related education background.

- Passion to keep learning advanced BI technologies.

- Power BI / Tableau, or similar BI solutions

- OLAP/Data warehousing or OLTP/Database

- BI Report developing.

- YOE - 3+ Yrs.(at least 1 year in Support should be preferred)

- Day-to-Day activities: Power Bi Admin and Power BI Development

- People who have worked in L1 L2 support.

- Knowledge of Azure Cloud (Certificate is not mandatory)

(ref:hirist.tech)

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