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.       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 by assisting customers with simple to moderately complex questions and issues       Troubleshoot issues to resolution; directly answer user questions       Understand and analyse the business and technical requirements and its impact to the product/application/system       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       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 in SDLC process (e.g. Waterfall Agile XP). Apply best practices.   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 of requirements (functional).   Aware of the requirements analysis tools (such as functional flow diagrams activity diagrams blueprint storyboard etc.) techniques (business analysis process mapping etc.) and requirements management tools   Solution Structuring: Demonstrates basic knowledge of UST service offering and products in the domain of operation (Business & Technology)   Knowledge Management Tools & Techniques: A basic knowledge of industry knowledge management tools (such as portals wiki) 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   Previous support experience with an emphasis on providing excellent service

Additional Comments:

Role 2: SharePoint & Tidal Support (Hybrid Role) Role Summary: This hybrid position will support both the SharePoint platform (in a maintenance and support capacity) and the Tidal workload automation environment. The analyst will help ensure business continuity by monitoring job schedules and managing platform performance across both systems. Key Responsibilities: • Provide general SharePoint support and maintenance (as noted above). • Monitor and manage Tidal workload automation jobs and schedules. • Collaborate with technical teams to troubleshoot and resolve Tidal job failures. • Develop and maintain documentation and reporting across both platforms. • UST support L2/L3 level on Tidal Automation. • L2/L3 support scope for Tidal as follows on (DEV/UAT/PRD): • Issues handling on Tidal Automation application, • Issues handling on jobs, events, actions, calendar, variables related to Tidal, • Health checks on PRD environments servers : Tidal client and master, • Yearly wise Disaster Recovery activity support for Tidal Automation, • Monthly wise restarting services and rebooting Tidal servers for maintenance, • Quarterly wise patching activity restart services and reboot Tidal servers for (DEV/UAT/PRD), • Yearly wise activity related to password rotation for Tidal service accounts (DEV/UAT/PRD), • New jobs, events, actions, calendar, variables, connections development in Tidal DEV, • Addressing user queries for Tidal jobs functionalities • Partner with the SharePoint Lead (Anand) on team goals and support alignment. Qualifications: • Basic understanding of SharePoint support and administration. • Experience with or willingness to learn Tidal workload automation. • Strong attention to detail and ability to manage dual responsibilities.