Associate II

2 - 3 Years

3 Openings

Kochi, Trivandrum

Role Proficiency:

Provide helpdesk support for all customer roll outs under supervision from Leads and Managers.

Outcomes:

• Configure and test the product with directions from the lead for product development implementation and release. Ensure on time delivery and support to meet client requirements in accordance with product and project specifications

• Respond to user inquires through various communication channels including phone email chat etc. Answer questions regarding how to use the product and tool features to accomplish their specific tasks or milestones.

• Provide product support to users; enhancing their overall product and service experience

• Understand and analyse the business and technical requirements and the impact to the

• product application or system

• Development configuration customization migration conversion maintenance and the testing small to medium non-complex components of project/product module

• Work closely with product teams to ensure ticket closure

• Impress the customer through every interaction

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 schedules

• Number of components reused

• Customer process compliance

• Assessment on product-based training / skill sets / project-based feedback

• Compliance to support playbook standards and guidelines

• Compliance to the industry domain standards and guidelines

• Number of training sessions on products in a quarter

Outputs Expected:

Implementation & Support:

• Follow product standards
  
  quality assurance norms and guidelines

• Conduct peer reviews during implementation and support
  
  Log peer review defects in the appropriate tool

• Provide support to the Senior Product Specialist in defect analysis and resolution

• Participate in deployment activities; reviewing all deliverables as per the delivery checklist
  
  preparing/reviewing deployment document and mock testing all deliverables

• Develop reusable components

• Assist in the creation of product based KT document
  
  for the customer

Testing:

• Create test cases. Share the test documents with the customer for review

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

• Capable of identifying and resolving obstacles a creative problem solver.

• Strong communication and documentation skills.

• Reliable with good time management skills

• Excellent problem-solving skills

• Uses Domain / Industry knowledge to independently understand while interacting with SME at various stages of the development

• Uses UST and other chosen COTS Product Features / Functionality knowledge to understand the technical/functional dependencies of the product workflow/custom component (native and outside product). Independently analyse the customizations needed and performed to the base product. Apply best practices in her/her own area of responsibility

Knowledge Examples:

• Knowledge in Product development

• Knowledge in 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 customer business domain
• UST and other chosen COTS Product Features / Functionality: Comprehension (awareness) of functionality of a specific product
• Different Implementations: Demonstrates operational knowledge of 1 or more different kinds of implementations (upgrade new implementation conversion / migration enhancements maintenance interfaces testing) for a specific product
• Technology Concepts: Demonstrates working knowledge of technology (OS languages applications databases concepts data models etc.) technology landscape
• Configuration Management: Demonstrates functional knowledge of configuration items configuration management tools and processes
• Software Development Process Tools & Techniques: Demonstrates working experience of SDLC process (e.g. Waterfall Agile XP) programming principles best practices (refactoring code code package etc.) Testing Process Tools & Techniques: Demonstrates operational knowledge of various test design and execution techniques. Applies best practices in testing related to different aspects (including performance usability security) concepts and principles related to test design & test results analysis
• Project Metrics: Awareness of the basic project metrics (e.g. effort defect)
• Requirement Gathering and Analysis: Demonstrates basic knowledge of functional requirements
• Knowledge Management Tools & Techniques: A basic knowledge of industry knowledge management tools (such as portals wiki) as well as UST and customer knowledge management tools techniques (such as workshops classroom training self-study application walkthrough and reverse KT)
• Technical Standards Documentation & Templates: Fundamental knowledge of various document templates and standards (such as business blueprint design documents and test specifications)

Additional Comments:

Role Proficiency: Develops applications and selects appropriate technical options. Optimizes application development maintenance and performance by employing design patterns and by reusing proven solutions. Independently account for others' developmental activities and assists Lead I – Product Engineering Outcomes: Understand product requirements and user stories from customer discovery process Create high/low level design document and maintain necessary artefacts Ensure requirements coverage of complex features with unit test cases Ensure appropriate technical options for development are selected such as reusing improving or reconfiguration of existing components or create own solutions Troubleshooting development and production problems across multiple environments and operating platforms. Provide technical guidance to the team to resolve challenging programming and design problems Create effort estimation and ETA for the deliverables ensure adherence to timelines/SLAs wherever applicable Ensure code coverage and code quality by active participation in architecture / code reviews Ensure adherence to the best practices and standards with provision of periodic status updates Execute test cases and prepare release document in line with the requirements Ensure career progression for Associate Product Engineers via focused mentoring and grooming Ensure career progression for Associate Product Engineers & Product Engineers I via focused mentoring and grooming Optimises efficiency cost and quality Influence and improve customer satisfaction Influence and improve employee engagement within the project teams Set OKRs for self/team and also provide feedback to these goals of team members Measures of Outcomes: Adherence to engineering process and standards (coding standards) Adherence to project schedule / timelines Number of technical issues uncovered during the execution of the project Number of defects in the code Number of defects post delivery Number of non-compliance issues Number of reusable components/libs developed Adherence to mandatory domain certification/ product certifications Personal achievement of quarterly/yearly objectives (OKR Assignments HIG Stretch goals) Outputs Expected: Product Requirements: Understand the functional/ non functional requirements gathered from the stakeholders (Architect Product Manager Product Lead Client) for enhancement. Participate in cross functional meetings to review Product Marketing user stories and Functional Requirements and create clarification list to resolve ambiguities; Conduct feasibility study to understand the impact of user stories on the existing product; Provide inputs to the development lead on estimation Understand new / complex product requirements (functional and non functional) ; Create a low level design document (which captures class level diagram and attributes mapped to the class and sequence diagram) based on the understanding of high level design; 6. Seek review inputs from the Architect and incorporate the same Product Design and Development: Develop/Support scripts (like Powershell scripts) that automate configuration/build/deployment tasks Onboard and extend existing tools to product dev/support teams Deliver components that automates parts of the build/deploy lifecycle for products Configure a CI/CD pipeline that can be used by application development/support teams Create POCs to identify the feasibility of new technologies/ products and share the findings with the architecture team for new products Provide technical inputs for product research design analysis testing process improvement and complex troubleshooting for critical and large projects; Create high level software design (HLSD) documents under the guidance of Architects Provide technical expertise to resolve challenging programming and design problems Participate in architecture / code reviews and eliminate implementation problems early in development cycle Create and low level design document for product enhancement Seek review inputs from the product specialist Build code as per the design document Support the client in user acceptance testing if required Product Testing: Review Test Cases and Test Plan; Conduct Integration testing and resolve defects/bugs Product Training and Documentation: Provide inputs to technical publications and review documentation of key features as required. Product Sign Offs: Resolve existing issues Gather users' feedback from the client and identify ways to enhance the usability Project Management: Provide inputs on the status of the module development to the development lead. People Management: Mentor Software Engineers and conduct one on one sessions to coach team members; Enable high performance for team members using FAST G&F Skill Examples: Uses Domain / Industry Knowledge to ind

Production Support,Production Engineering,Production Environment

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