Role Proficiency:

Owns overall support and provides expert consultancy to support team members and leads in the area of specialization; ensures process level and customer level compliance

Outcomes:

      Promote technical solutions which support the business requirements within the area of expertise       Ensures IT requirements are met and service quality maintained when introducing new services; considering the cost effectiveness of proposed solution(s).       Define and evaluate standards and best practices for application maintenance       Collaborate with customer and internal stake holders by helping them in resolving issues and thus ensuring improved customer satisfaction       Proactively suggest new technologies for improvements over the existing technology landscape       Leads technical consultancy assignments which involve specialists from various disciplines; takes responsibility for the quality timely delivery and appropriateness of the team’s recommendations       Make recommendations on how to improve the effectiveness efficiency and delivery of services using technology and methodologies       Implement and lead Application Support strategic projects consistent with long-range IT plans       Ensure financial growth of the project/account by meeting the targeted EBITDA   Able to mentor direct reports in a way that they can progress to the next level of growth   Contribute to new RFPs SOW renewals and all contract related activities   Encourage a culture of knowledge management and continual improvement in the team   Manage the customer commitment Vs Project deliverable and identify plans to minimize the gap   Communicate potential risks to the customer and identify proactive measures to mitigate the impact   Optimize the capability of team to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives   Handle resource requirements for support roles in the team Maintain the team resource pyramid and plan for resource rotation on regular time-frame

Measures of Outcomes:

      Timely publication of reports and metrics to stakeholders       Handling of critical escalations       Adhere to SLAs where applicable       Customer Satisfaction Score (C-SAT/NPS)       # of non-compliance issues       % of incident reduction based on permanent fixes/automation/utilities       Productivity standard of the project       Participation in Knowledge Transfer to ensure better grasp of product       Completion of all mandatory training requirements   Availability and performance of all supported applications per the defined standards Meet the financial targets for the project/account

Outputs Expected:

Efficiency:

Drive the efficiency and effectiveness of the overall operations team

Interface with Customer:

Proactively influence customer thought process Consider C-SAT/NPS Score for customer and support team performance

Reporting:

Prepare distinct reports when and wherever required; providing “in the moment” status updates to senior leaders during incidents

Coordinate:

Coordinate with UST leadership/customer stake holders/vendor partners to improve the relationship of the engagement

Develop Strategies:

Develop strategies to improve the revenue of the project/account through new resource additions/new engagements/extension of existing contracts

Innovative Value-adds:

Responsible for identifying and ensuring innovative value adds are created to benefit the project/customer/organization and deliver significant financial savings

Certifications:

Forecast the roadmap for future technical certifications

Manage Project:

Oversee and taking ownership of overall operational aspects of support project

Manage knowledge:

Consume and contribute to project related documents
share point
libraries and client universities Contribute to sharing knowledge
upskilling in TICL
GAMA etc Mentoring and training within the account and the organization.

Team:

Ensure the overall team is engaged and motivated through innovative ways; appropriately rewarded for the same (through USTAR
other platforms). Evaluating and verifying associate performance against goals and quantitative expectations Identifying and ensuring team development programs

Complex Projects:

Manage the activities of a significant or complex project or portfolio of projects. Accountable to the program manager or portfolio manager for the delivery and quality of deliverables

Skill Examples:

      Ability to provide expert opinions to Business Problems       Strong organizational documentation metric and trend analysis reporting skills and desire for continuous process improvements       Experience working with distributed teams in different time-zones       Strong commitment to quality and engineering excellence       Ability to take on new challenges and explore new technology/tools       Ability to co-ordinate among multiple teams and bring out the best of team work       Ability to handle critical customer escalations and manage under highly stressful situations       Working independently under pressure the ability to manage changing and competing priorities with minimal oversight.       Excellent communication skills keeping all stakeholders updated with issue progress and updates   Able to work in a high paced dynamic and culturally diverse environment   High level of commitment initiative enthusiasm and vision   Excellent presentation and interpersonal skills   Create and articulate impactful project presentations   Drive important customer relationship conversations; accountable for the team   Ability to work under pressure determine dependencies risks facilitate planning and handle multiple tasks   Build confidence with the Customers by meeting the deliverables in time with quality Ability to contribute to Idea and innovations

Knowledge Examples:

      Deep level proficiency in the specialist area       Appropriate software programs / modules       Able to give knowledge transitions to the team as required       Experience in supporting enterprise customers       Provide estimates for candidate enhancement and defect work to be included in release       Operating Systems and software platforms       Integrated development environment (IDE)       Agile methods       Knowledgebase of customer domain and sub domain where problem is re solved   Understanding of new tools/techniques/scripting languages in the industry   Management Certification in relevant area (PMP/Prince Certification/CSM) Understanding of ITIL Standards

Additional Comments:

Owns overall support and provides expert consultancy to support team members and leads in the area of specialization; ensures process level and customer level compliance Outcomes: Promote technical solutions which support the business requirements within the area of expertise Ensures IT requirements are met and service quality maintained when introducing new services; considering the cost effectiveness of proposed solution(s). Define and evaluate standards and best practices for application maintenance Collaborate with customer and internal stake holders by helping them in resolving issues and thus ensuring improved customer satisfaction Proactively suggest new technologies for improvements over the existing technology landscape