Middleware Application Support

Overview:
**Role Purpose**
- The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. _

**Do**
- **Oversee and support process by reviewing daily transactions on performance parameters**
- _Review performance dashboard and the scores for the team_
- _Support the team in improving performance parameters by providing technical support and process guidance _
- _Record, track, and document all queries received, problem
- solving steps taken and total successful and unsuccessful resolutions _
- _Ensure standard processes and procedures are followed to resolve all client queries_
- _Resolve client queries as per the SLA’s defined in the contract _
- _Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting _
- _Document and analyze call logs to spot most occurring trends to prevent future problems_
- _Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution_
- _Avoids legal challenges by monitoring compliance with service agreements_
- **Handle technical escalations through effective diagnosis and troubleshooting of client queries**
- _Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements _
- _If unable to resolve the issues, timely escalate the issues to TA & SES_
- _Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions _
- _Troubleshoot all client queries in a user-friendly, courteous and professional manner_
- _Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business _
- _Organize ideas and effectively communicate oral messages appropriate to listeners and situations_
- _Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s_
- **Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client**
- _Mentor and guide Production Specialists on improving technical knowledge_
- _Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist _
- _Develop and conduct trainings (Triages) within products for production specialist as per target_
- _Inform client about the triages being conducted_
- _Undertake product trainings to stay current with product features, changes and updates_
- _Enroll in product specific and any other trainings per client requirements/recommendations_
- _Identify and document most common problems and recommend appropriate resolutions to the team_
- _Update job knowledge by participating in self learning opportunities and maintaining personal networks_

**Stakeholder Interaction**

***

**Stakeholder Type**

**Stakeholder Identification**

**Purpose of Interaction**

**Internal**
- Team Leaders_
- Performance review_
- HR- Hiring and employee engagement and retention_
- TA, SEs_
- Escalation and issue resolution_
- Production Specialist_
- Training, issue escalation/ resolution_

**External**
- Client_
- Query Resolution_

**Display**

Lists the competencies required to perform this role effectively:

- **Functional Competencies/ Skill**
- Process Knowledge - Knowledge of assigned process, tools and systems - **Competent**

**Competency Levels**

**Foundation**

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance.

**Competent**

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

**Expert**

Applies the competency in all situations and is serves as a guide to others as well.

**Master**

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- **Behavioral Competencies**
- Domain Knowledge
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Stakeholder Management
- Client (Internal) Centricity
- Effective Communication

**Deliver**

**No.**

**Performance Parameter**

**Measure**

1.

Process

No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT

2.

Team Management

Productivity, efficiency, absenteeism

3.

Capability development

Triages completed, Technical Test performance