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:

The candidate should be having experience with Experience in MQ & IIB configuration and support Should have Production Support Experience Should have experience in interacting with International Clients Should be willingness to work on Shifts Should have good communication skills