Job Description:
This hands-on role requires someone with proven experience in defect management, team leadership, and project-facing skills. The ideal candidate will lead a team of quality engineers, working closely with multi-disciplinary teams to ensure smooth post-implementation operations and high-quality service delivery.
Key Responsibilities:
Post Go-Live Support: Manage and oversee defect fixing activities, coordinating efforts among the development, testing, and analyst teams to address and resolve issues.
Defect Triage: Lead the triage process to prioritize and categorize defects, ensuring quick resolution and maintaining service level agreements (SLAs).
Project Communication: Act as the primary liaison with third-party providers (3PP), communicating technical issues clearly to non-technical stakeholders and ensuring project satisfaction.
Team Leadership: Guide a team of support developers and testers, driving multi-disciplinary team planning and ecosystem integration to accelerate delivery.
Reporting: Produce clear and concise status reports and updates, outlining production performance, defect metrics, SLAs, and key performance indicators (KPIs) for stakeholders.
Technical Management: Provide technical oversight in the support of CRM projects involving Salesforce and Cloud Sense, focusing on the integration layer, order management, and billing processes.
Issue Management: Proactively manage issue resolution, coordinating with relevant teams to implement fixes and escalate complex problems when necessary.
Requirements:
Technical Expertise: Solid understanding of production support for CRM projects, especially with Salesforce and Cloud Sense, including integration layer, order management, and billing systems.
Experience in ITIL and IT Service Management: Proven experience in ITIL processes and principles for managing post go-live support and service delivery.
Defect Triage and Issue Management: Strong skills in managing defect triaging processes and driving issue resolution.
Reporting and Communication Skills: Ability to generate detailed reports on production status, SLAs, KPIs, and communicate findings to both technical and non-technical audiences.
Project Management: Experience with managing support operations in a telco project, including the ability to prioritize and plan workload for a team of developers and testers.
Project-Facing Skills: Excellent interpersonal skills with the ability to explain complex technical issues to projects and stakeholders in a clear and understandable manner.
Preferred Skills:
- Experience in large-scale system integration projects.
- Familiarity with Salesforce and Cloud Sense ecosystems.
- Proven experience in accelerating delivery and improving quality in Post Go-Live Support scenarios.
