Support Lead

Position Summary:
We are seeking highly accomplished Support Lead who can be the part of the GEDU IT Engineering Team at GEDU Noida. The person should preferably have worked as Support Lead 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:
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)
# of non-compliance issues
% of incident reduction based on permanent fixes/automation/utilities
Productivity standard of the project
# of reusable components or documents created
Participation in Knowledge Transfer to ensure better grasp of product.
Completion of all mandatory training requirements
Availability and performance of all supported applications as per the defined standards
Meeting SLAs
TAT Improvement
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.
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.
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.
Ensure quality of deliverables
Manage budgets and reporting for internal and external stakeholders.
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
Deep Education domain knowledge
Experience on multiple platforms and technologies
Ability to oversee multiple accounts/vendors and meet stated customer-initiated deadlines.
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, Microservices, GitHub, Code Branching and Merging strategies., Splunk, logging, CDN, Cloud ( Azure and AWS)
Previous experience of using tools like WhiteHat/Veracode, SonarCloud & Appdynamics etc.
· Prior experience of working in cloud like Azure, AWS and GCP
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
ITIL certification and Project management certification
Professional and Behavioral Competencies:
· Interpersonal skills : Ability to work across business lines at senior levels to influence and effect change to achieve common goals.
· Able to build and maintain strong cross-functional partnerships at all levels of the organization.
Communication : Excellent oral and written communication skills, including the ability to explain digital concepts to business leaders and business concepts to technologists, and to sell ideas and processes internally at all levels.
Analytical and problem-solving abilities : Combines and organizes information into meaningful patterns; identifies underlying relationships, causes and effects; and combines pieces of information to form conclusions or general rules.
Customer-centric mindset : Passionate about driving improvements to customer experience.
Delivery-focused : Results oriented mindset with the drive to deliver exceptional services.
Pragmatic and detail oriented : Consistently take a thorough, accurate, organized, and productive approach.
Strong organizational skills , including an ability to perform under pressure and manage multiple priorities with competing demands for resources.
Influence : Ability to gain agreement and support for ideas and initiatives.
Demonstrated ability to influence key stakeholders to adopt and champion new ways of working.
Business-results-oriented : Seeks to understand business needs and works to anticipate, identify, and meet customer needs.
Cross-Cultural Collaboration : Understand cultural diversity and ability to collaborate well with global teams and clients.
Experience:
Overall experience of 10-12 Years
5+ years of experience as an Engineering Support Lead in Agile Development Environment
Educational Qualification(s):
BE/B.Tech/MCA/M.Tech/MBA or Graduate with relevant experience.
*** If interested, kindly drop your CV on- Email:

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