Technical Program Manager - Implementation Team Job in Uniphore

CAREER EXPERIENCE

• Minimum 10 to 15 year of relevant experience in IT product support team, working as L3 or Technical Lead.
• Hands-on experience on production systems, identifying and troubleshooting application problems, has executed system and application configurations, and planned and executed application maintenance tasks.
• Has been in a customer facing role as a Technical Lead, providing L2 L3 application support service.
• Experience in Contact Centre technologies will be a plus.

Technical Skills

• Hands-on experience with Linux, CentOS and Windows operating systems.
• Hands-on experience in writing queries around Postgresql ( SQL / PLSQL ). Good Understanding of MongoDB.
• Hands-on experience in scripting such as shell scripts or python.
• Hands-on experience on data visualization tools like Tableau, Power BI, Qlikview.
• Hands-on experience in service management or incident tracking tools like Jira Service Desk, ServiceNow, BMC Remedy
• Exposure to AWS / Azure / Google Cloud is desired. Understanding functionality and workflow of Dockers is a plus.
• Knowledge of Transcription engines / Speech recognition engines is a plus.

Essential Duties & Responsibilities

• Work with frontline teams and help them in providing technical solution, configuration assistance and help customers with respect to Uniphore products.
• Manage and provide support services to multiple production instances across customers and products simultaneously.
• Develop deep understanding of Uniphore products and learn new technologies supported at Uniphore.
• Work with Frontline Teams in Providing L2 application support remotely over phone, email or via ticketing system as per obligated SLAs and if required conduct onsite support.
• Prioritize and manage assigned support tickets to the team, while adhering to SLA.
• Conduct thorough analysis of problem or ticket, reproduce the scenario if necessary, design a workaround or resolution, test the potential fix on non-production environment and execute the resolution steps on Production system after conducting the necessary impact analysis and due diligence.
• Escalate tickets to the appropriate teams and conduct necessary war room meetings or calls for severity 1 and 2 tickets to arrive at a resolution with a sense of urgency.
• Record, track and document the problem-solving process and final resolution. Conduct and prepare root cause analysis and post incident report documents and activities.
• Plan, schedule and execute maintenance tasks based on frequency. Conduct periodic health check activities.
• Test fixes and beta version of the application and ensure reported problems have been resolved.
• Report key ticket statistics and identify areas that can help improve turnaround time, quality of resolution. Document corresponding SOP or articles
• Contribute to the overall learning and development of team by conducting internal training sessions, writing articles to knowledge bank.
• Train and guide lesser experienced team members and assist in resolving complex tickets.
• Collaborate with Customer Success teams and contribute to the service improvement plan or continual service improvement programs to achieve higher customer satisfaction scores.

Skills & Competencies

• Ability to think analytically, define problem and frame solutions.
• Highly developed, process-oriented skills for troubleshooting and problem resolutions.
• Hands-on experience in Incident, Problem and Change Management.
• Ability to continually look to improve current processes or systems for providing better customer support.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Motivated self-starter and self-leaner and has a customer centric mindset.
• Ability to collaborate with various teams across geographies.
• Ability to build effective relationship with customers.
• Hands-on experience in interacting with customers and communicating ticket updates, resolution procedures and participate in escalation meetings and calls.
• Able to effectively perform when under stress and pressure when faced with high workloads and deadlines.
• Able to work independently and is a team player.
• Excellent communication (both oral and written), presentation and influencing skills.

Educational Qualifications

• Bachelor s or Master s in Computer Science, Information Technology or comparable fields.

Good to have skills

• Certifications: ITIL v3 or higher
• Knowledge of PCI DSS or ISO 27001 or GDPR compliance policies.