Sr Digital Ops Support professional (Chennai)

Job Summary

Role Definition: Provides support and problem resolution for specific products.

Responsibilities

• Assists clients with implementing new products, current releases and software upgrades.

• Responds to inquiries and requests from clients.

• Trains customers in product operation and maintenance.

• Participates in analysis of client identified issues or problems which may require changes to software, procedures, or documentation.

• Diagnoses, troubleshoots and resolves common technical problems. Escalates as per procedures.

• Facilitates the distribution of releases reports and correction packages to departments or clients.

Skills

• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Level Extensive Experience

• Reviews others writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.
• Maintains focus on the topic at hand.

• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Level Working Knowledge

• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.

• Customer Support Policies, Standards and Procedures: Knowledge of the organizations customer support policies, standards and procedures; ability to guide customers on all company interactions.

Level Extensive Experience

• Collaborates with other functions on establishing and documenting joint standards.
• Develops quality assurance and monitoring mechanisms.
• Advises on the development of customer support policies and practices.
• Implements cross-functional standards and procedures.
• Evaluates the impact of standards and policies across functional specialties.
• Analyzes existing and evolving procedures for their efficiency and effectiveness.

• Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.

Level Extensive Experience

• Supports and participates in major installations and customizations.
• Has knowledge of all technical and infrastructure components of the software product.
• Maintains and disseminates information on customer platforms and experiences.
• Collects, documents and maintains product configuration requirements and instances.
• Provides recommendations and documentation to field support on technical and platform issues.
• Elaborates on alternative product configurations, platforms, and implementation options.

• Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.

Level Extensive Experience

• Participates in the development and testing of back-out procedures and recovery strategies.
• Oversees all aspects of release management for the entire installed customer base.
• Develops and disseminates communications about new release training.
• Drafts communications about product release delays.
• Develops distribution dates based on development, testing (QA), validation, packaging activities.
• Conducts impact analysis for major releases or critical applications; assesses benefits and risks.

• Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.

Level Working Knowledge

• Explains the process and considerations for defining product reliability requirements.
• Describes tools for gathering reliability information on installed products.
• Identifies reliability activities and tasks for the product development and maintenance plans.
• Monitors and analyzes system failures and corrective actions.
• Works with reliability testing methods and tools.

• Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.

Level .