L3 Escalation Engineer

3 - 5 Years

1 Opening

Bangalore

Role Proficiency:

Independently develops error free code with high quality validation of applications guides other developers and assists Lead 1 – Software Engineering

Outcomes:

• Understand and provide input to the application/feature/component designs; developing the same in accordance with user stories/requirements.

• Code debug test document and communicate product/component/features at development stages.

• Select appropriate technical options for development such as reusing improving or reconfiguration of existing components.

• Optimise efficiency cost and quality by identifying opportunities for automation/process improvements and agile delivery models

• Mentor Developer 1 – Software Engineering and Developer 2 – Software Engineering to effectively perform in their roles

• Identify the problem patterns and improve the technical design of the application/system

• Proactively identify issues/defects/flaws in module/requirement implementation

• Assists Lead 1 – Software Engineering on Technical design. Review activities and begin demonstrating Lead 1 capabilities in making technical decisions

Measures of Outcomes:

• Adherence to engineering process and standards (coding standards)

• Adherence to schedule / timelines

• Adhere to SLAs where applicable

• Number of defects post delivery

• Number of non-compliance issues

• Reduction of reoccurrence of known defects

• Quick turnaround of production bugs

• Meet the defined productivity standards for project

• Number of reusable components created

• Completion of applicable technical/domain certifications

• Completion of all mandatory training requirements

Outputs Expected:

Code:

• Develop code independently for the above

Configure:

• Implement and monitor configuration process

Test:

• Create and review unit test cases
  
  scenarios and execution

Domain relevance:

• Develop features and components with good understanding of the business problem being addressed for the client

Manage Project:

• Manage module level activities

Manage Defects:

• Perform defect RCA and mitigation

Estimate:

• Estimate time
  
  effort
  
  resource dependence for one's own work and others' work
  
  including modules

Document:

• Create documentation for own work as well as perform peer review of documentation of others' work

Manage knowledge:

• Consume and contribute to project related documents
  
  share point
  
  libraries and client universities

Status Reporting:

• Report status of tasks assigned

• Comply with project related reporting standards/process

Release:

• Execute release process

Design:

• LLD for multiple components

Mentoring:

• Mentor juniors on the team

• Set FAST goals and provide feedback to FAST goals of mentees

Skill Examples:

• Explain and communicate the design / development to the customer

• Perform and evaluate test results against product specifications

• Develop user interfaces business software components and embedded software components 5 Manage and guarantee high levels of cohesion and quality6 Use data models

• Estimate effort and resources required for developing / debugging features / components

• Perform and evaluate test in the customer or target environment

• Team Player

• Good written and verbal communication abilities

• Proactively ask for help and offer help

Knowledge Examples:

• Appropriate software programs / modules

• Technical designing

• Programming languages
• DBMS
• Operating Systems and software platforms
• Integrated development environment (IDE)
• Agile methods
• Knowledge of customer domain and sub domain where problem is solved

Additional Comments:

• Minimum of 5 years of experience in a software engineering or software support role, including at least 3 years at a senior level
• Proven track record of resolving complex technical issues in a customer-facing environment.
• Strong understanding of and agile software development methodologies.
• Experience with troubleshooting and debugging tools.
• Highly proficient in tools such as Jira, ServiceNow, Power BI, Microsoft Office etc.
• Excellent communication and collaboration skills, with the ability to articulate technical concepts to non-technical stakeholders.

escalation engineer,Troubleshooting,Software Development

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.