Associate Iii

Role Proficiency:
Provide helpdesk support for all customer roll outs. Assign tasks guiding juniors on daily tasks under supervision from Leads and Managers.

Outcomes:

- Configure and test the product with directions from the lead for product development; through implementation and release.
- Ensure on time delivery and support to meet client requirements on product in accordance with project specifications.
- Provide product support by assisting customers with simple to moderately complex questions and issues
- Troubleshoot issues to resolution; directly answer user questions
- Make specific recommendations to significantly reduce ticket volume
- Work closely with product engineering and implementation teams for closure of tickets and for taking forward any changes from customers.
- Impress the customer through every interaction
- Development configuration customization migration conversion maintenance and testing small to medium non-complex components of project/product module
- Create innovative solutions to meet support needs of customers
- Assist other Support teams based on need and availability

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
- Adherence to schedule
- Number of components reused.
- Customer process compliance.
- Compliance to industry domain standards and guideline
- Compliance to support playbook standards and guidelines
- Number of training sessions on products in a quarter
- Assessment on product-based training / skill sets / project-based feedback
- Adherence to SLAs
- Number of issues resolved
- Number of process improvements

Outputs Expected:
Implementation & Support:

- Follow product standards
quality assurance norms and guidelines
- Provide support to the Senior Product Specialist in defect analysis and resolution
- Develop reusable components
- Create product based KT document/playbook
for the customer and internal teams

Testing:

- Perform UAT testing of the newly released features.

Product Consulting & Delivery: Project Management:

- Provide input for estimation
impact analysis within area of responsibility. Report time
effort and status accurately
- Participate in periodic internal review meetings. Report status regularly to the Senior Product Specialist / Product Consultant.

Knowledge Management:

- Contribute towards updating knowledge assets.

Skill Examples:

- Ability to troubleshoot issues with Products Engineering and services
- Ability to identify and resolve obstacles - creative problem solver
- Strong communication and documentation skills.
- Reliable with good time management skills
- Excellent problem-solving skills
- Uses knowledge base of various implementations to relate own area of work. Grasp the big picture of the project expanding the approach for specific functionality and highlighting potential gaps and risks as needed
- Uses Defect Management knowledge to understand the business impact of defects. Prioritize the defects based on their criticality and severity. Participate in defect triage meetings interpret the results identify and analyse root cause of defects. Rectify defects as required
- Share inputs on project metrics with the relevant stakeholders within area of responsibility
- Uses Knowledge Management Tools & Techniques experience to consume and contribute to the knowledge management repository
- Uses Technical Standards Documentation & Templates knowledge to understand and interpret the documents provided. Follow processes and utilize tools that can track compliance to defined technical standards at the project level

Knowledge Examples:

- Knowledge of the Product development cycle
- Knowledge of DevOps and CI/CD tools
- Experience in product deployment and implementation processes
- Domain / Industry: A working knowledge of standard business processes within the relevant industry vertical and customer business domain
- UST and other chosen COTS Product Features / Functionality: Comprehension (awareness) of functionality of a specific product.
- Different Implementations: Demonstrates operational knowledge in 2 or more different kinds of implementations (upgrade new implementation conversion / migration enhancements maintenance interfaces testing) for a specific product
- Configuration Management: Demonstrates functional knowledge of configuration items configuration management tools and processes
- Testing Process Tools & Techniques: Demonstrates working knowledge of various test design and execution techniques. Applies best practices in testing related to various aspects (including performance usability security) concepts and principles related to test design and test results analysis.
- Defect Management: Demonstrates working experience in defect management process and tool
- Project Metrics: Awareness of the basic project metrics (e.g. effort defect)
- Requirement Gathering and Analysis: Demonstrates basic knowledge